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- Tasks: Investigate and resolve customer complaints while promoting compliance and regulatory awareness.
- Company: Join a collaborative and innovative insurance company focused on enabling possibilities.
- Benefits: Full-time role with opportunities for professional growth and development.
- Other info: Dynamic work environment with a focus on teamwork and career advancement.
- Why this job: Make a real difference by improving customer experiences and driving positive change.
- Qualifications: Degree preferred; experience in complaints handling and strong analytical skills required.
The predicted salary is between 30000 - 40000 £ per year.
Locations: Manchester, United Kingdom
Time type: Full time
Posted on: Posted Today
Time left to apply: End Date: May 31, 2026 (30+ days left to apply)
Job requisition id: R26_375
With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility(SM).
Key Tasks and Responsibilities- Promote a culture of compliance by raising awareness of compliance and regulatory matters and encourage adherence to applicable laws and regulations.
- Ensure complaints are investigated promptly, fairly and in line with all company procedures and regulatory expectations whilst promoting a culture to ensure the same across the business.
- Analyse complaints, providing insights in product, team, and service performance and performance against market peers ensuring robust and operational complaints policies and procedures are embedded across the business.
- Support the embedding of an effective root cause analysis mechanism.
- Support the Complaints Manager in providing an accurate and insightful complaint data suite and reporting, working with the Complaints Manager, and colleagues in Compliance to identify poor customer outcomes and drive necessary change either at product or functional level.
- Assist in the coordination of the compilation of complaints handled by TPAs with delegated complaints handling, reviewing such complaints where referrals have been made by TPAs.
- Support regulatory complaint reporting, liaising with the Compliance Function.
- Support the management of the handling of complaints from the initial complaint through to conclusion.
- Support the Complaints Manager in the complaints process, ensuring that policy changes and efficient processes are implemented.
- Collaborate with the Compliance Function with a view to implementing relevant amended or additional legislation or regulation in respect of complaints.
- Liaise with colleagues in the Compliance Function to provide complaints training throughout the business to ensure that all staff understand how to identify a complaint and are aware of the process that they should follow.
- Demonstrate a high level of problem solving and the ability to resolve issues.
- Demonstrate a risk based methodology in work methods and reporting.
- Strong analytical skills.
- Ability to manage own workload, prioritising tasks appropriately and ensuring that SLAs are achieved.
- Strong interpersonal skills to deal with challenging issues and provide the right outcome for customers and the business and the ability to communicate effectively with a wide range of people face to face and over the telephone.
- Strong attention to detail and excellent organisational skills.
- Strong root cause analysis and data reporting experience.
- Strong reporting and MI knowledge.
- Ideally degree educated.
- Knowledge and understanding of FCA and Lloyd’s procedures, specifically around complaints.
- Working knowledge of Aptean Respond a plus.
- Complaints handling experience within the insurance industry.
- CII a plus in lieu of business experience.
Complaints Associate employer: Mcneil & Co.
Contact Detail:
Mcneil & Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Associate
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out and show that you're genuinely interested in being part of the team.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to complaints handling and problem-solving. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your skills effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining us and contributing to our mission of enabling possibility.
We think you need these skills to ace Complaints Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Complaints Associate role. Highlight relevant experience, especially in complaints handling and regulatory knowledge. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how you can contribute to our culture of compliance and customer satisfaction. Let us know what makes you tick!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenging issues in the past. We love candidates who can demonstrate strong analytical skills and a proactive approach to resolving complaints.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Mcneil & Co.
✨Know Your Stuff
Make sure you understand the key tasks and responsibilities of a Complaints Associate. Familiarise yourself with compliance regulations and the complaints process, especially within the insurance industry. This will show that you're not just interested in the role but also knowledgeable about it.
✨Show Off Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complaints or issues. Highlight your analytical skills and how you've used them to improve processes or outcomes. This is crucial for demonstrating your fit for the role.
✨Practice Your Communication
As a Complaints Associate, you'll need strong interpersonal skills. Practice articulating your thoughts clearly and confidently. Consider role-playing common complaint scenarios with a friend to get comfortable with handling challenging conversations.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Ask about the company's approach to compliance training or how they measure success in complaint resolution. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.