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- Tasks: Investigate and resolve customer complaints while promoting compliance and regulatory awareness.
- Company: Join a collaborative and innovative insurance company dedicated to 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 in Manchester employer: Mcneil & Co.
Contact Detail:
Mcneil & Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Associate in Manchester
✨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 practising common questions and scenarios related to complaints handling. We recommend role-playing with a friend to build your confidence and refine your responses.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to solve problems in past roles. This will demonstrate your ability to provide insights and drive change, which is key for a Complaints Associate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you can set up job alerts to stay updated on new opportunities that match your skills.
We think you need these skills to ace Complaints Associate in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Associate role. Highlight your relevant experience in complaints handling and any knowledge of FCA and Lloyd’s procedures. We want to see how you fit into our culture of compliance and innovation!
Show Off Your Problem-Solving Skills: In your application, don’t shy away from showcasing your problem-solving abilities. Give examples of how you've resolved issues in the past, especially in a customer service context. We love candidates who can think on their feet and provide effective solutions!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon unless it's relevant to the role. We appreciate applicants who can communicate effectively, just like we do with our clients!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at Mcneil & Co.
✨Know Your Stuff
Make sure you brush up on your knowledge of FCA and Lloyd’s procedures, especially around complaints. Being able to discuss these topics confidently will show that you're serious about the role and understand the industry.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've successfully resolved complaints or issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your analytical skills.
✨Demonstrate Strong Interpersonal Skills
Since this role involves dealing with challenging issues, practice how you would communicate effectively with customers and colleagues. Think about how you can convey empathy while still being assertive in your responses.
✨Be Ready for Root Cause Analysis Questions
Expect questions that assess your ability to conduct root cause analysis. Prepare to discuss how you would identify underlying issues in complaints and suggest improvements, showcasing your attention to detail and analytical mindset.