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For Companies At a Glance
- Tasks: Manage customer complaints and ensure compliance with regulations while leading a team of analysts.
- Company: Leading insurance company prioritising people and inclusivity.
- Benefits: Flexible working, career development, and a vibrant work environment.
- Why this job: Make a real difference in customer outcomes and drive positive change.
- Qualifications: Strong knowledge of FCA regulations and excellent interpersonal skills.
- Other info: Join a diverse team with a commitment to equity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Customer Outcomes Manager
Location: London
Contract Type: 12-Month Fixed Term Contract
Department: Legal and Compliance
Team: Compliance
About the Role
A leading insurance company is seeking a Customer Outcomes Manager to join its Compliance team. This is a key role responsible for ensuring complaints are managed effectively and in line with regulatory obligations and company values. We’re looking for a subject matter expert in complaints handling to support our growing Customer Outcomes function.
Key Responsibilities
- Develop, maintain, and implement the conduct risk framework, complaints policy, and procedures.
- Coordinate a team of analysts handling complaints across Compliance and Customer Outcomes.
- Lead complaints training across the business.
- Provide guidance on new products, services, and initiatives from a customer outcomes perspective.
- Build strong relationships across business areas to ensure early engagement and awareness of complaints-related impacts.
- Collaborate with internal stakeholders to identify and mitigate complaints-related risks.
- Maintain up-to-date knowledge of regulatory requirements, particularly FCA DISP rules.
- Support conduct risk assessments and product reviews.
- Analyse Net Promoter Score data and maintain complaints KPIs.
- Prepare reports and management information for committees and regulators.
- Oversee complaints audits, including Coverholder and TPA file reviews.
- Support regulatory relationships with bodies such as the FCA, PRA, Lloyd’s, and others.
- Assist in delivering the annual compliance plan and training programme.
- Ensure adherence to all relevant regulatory requirements including Conduct Rules, Solvency II, Financial Crime, Data Protection, and Whistleblowing.
Skills & Experience
Essential:
- Strong knowledge of FCA regulations, especially DISP complaint handling rules.
- Experience applying regulatory frameworks to practical business scenarios.
- Excellent interpersonal and influencing skills.
- Ability to challenge data and apply professional scepticism.
- Proven ability to implement and drive processes to achieve outcomes.
Desirable:
- Understanding of operational risk management and customer-focused risks.
- Experience in retail insurance, claims, and delegated authority business.
- Familiarity with Lloyd’s and general insurance markets.
- Knowledge of Worksmart complaints management system.
- Legal background.
Why Join Us?
As a leading insurance company, we pride ourselves on putting people first. We offer:
- A vibrant and inclusive work environment.
- Commitment to career development.
- Flexible working arrangements.
- A strong focus on diversity, equity, and inclusion.
Customer Outcomes Manager employer: Lorien
Contact Detail:
Lorien Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Outcomes Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in compliance or customer outcomes. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by brushing up on FCA regulations and complaint handling. We want you to be the go-to expert in the room, so practice articulating your knowledge and experiences related to the role.
✨Tip Number 3
Showcase your interpersonal skills! During interviews, highlight how you've built strong relationships in past roles. This is key for a Customer Outcomes Manager, so let your personality shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Customer Outcomes Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Outcomes Manager. Highlight your experience with complaints handling and regulatory frameworks, as these are key for us. Use specific examples that showcase your skills and achievements in these areas.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you’re passionate about customer outcomes and how your background aligns with our values. Be sure to mention any relevant experience with FCA regulations and how you’ve successfully managed complaints in the past.
Showcase Your Interpersonal Skills: As a Customer Outcomes Manager, strong interpersonal skills are a must. In your application, give us examples of how you've built relationships across teams or influenced stakeholders. This will help us see how you can fit into our collaborative environment.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Lorien
✨Know Your Regulations
Make sure you brush up on FCA regulations, especially the DISP complaint handling rules. Being able to discuss these confidently will show that you’re not just familiar with the rules but can apply them in real-world scenarios.
✨Showcase Your Interpersonal Skills
As a Customer Outcomes Manager, you'll need to build strong relationships across various business areas. Prepare examples of how you've successfully influenced stakeholders or resolved conflicts in the past to demonstrate your interpersonal skills.
✨Be Ready to Discuss Complaints Handling
Expect questions about your experience with complaints management. Think of specific instances where you’ve implemented processes or frameworks that improved outcomes, and be ready to share those stories.
✨Prepare for Scenario-Based Questions
You might face scenario-based questions that test your problem-solving skills. Practice articulating how you would handle specific complaints or regulatory challenges, focusing on your analytical approach and decision-making process.
