Complaints Handler

To manage Core, Complex and Reinsurance complaints and other associated activities as an integral part of Claims Governance within Claims Performance, supporting regulatory compliance and QBE’s reputation.

• Claims Administration
• Claims Settlement
• Collaboration Tools
• Communication
• Critical Thinking
• Customer Service
• Detail-Oriented
• Insurance Policies
• Intentional collaboration
• Managing performance
• Microsoft Applications
• Prioritization
• Process Improvements
• Risk Assessments
• Standards Compliance

How to Apply: To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

With hybrid office working and excellent benefits including 30 days holiday, you will be working in a supportive and inclusive environment.

• Investigate and resolve complaints in accordance with the requirements of the Financial Conduct Authority (FCA), Lloyd’s, the National Bank of Belgium (NBB) and QBE’s internal Policies and Processes and ensure fair and prompt customer outcomes.
• Contribute to the management of the central complaints’ mailboxes, actioning and disseminating emails.
• Maintain up to date knowledge of the stance taken by the Financial Ombudsman Service (FOS) on applicable complaint types and support compliance with Lloyd’s requirements through participation in the Lloyd’s Market Dex Forum.
• Support on audits of complaints handling performed by Delegated Claims Administrators (DCAs) with complaints handling authority from QBE.
• Contribute to the production of management information, analysis and reports for the Complaints Performance Group (CPG) and other governance forums, as required.
• Work collaboratively with claims handlers and the Claims Procurement and Outsourcing Team, providing support and guidance where required to drive the effective management and resolution of complaints.
• Support the resolution of risks, issues and ineffective processes, providing guidance and training to Claims staff and Delegated Claims Administrators as required.

• Previous experience of complaints handling.
• Strong investigative, organisational and time management skills, able to manage multiple priorities and meet time critical deadlines.
• Strong influencing and relationship management skills with sound judgement, working with staff at all levels.
• Strong IT skills, proficient in Microsoft Word, Excel, PowerPoint, Outlook and SharePoint.
• Experience in producing MI, trend analysis, report writing for internal governance forums and the use of the Caresmart system is preferable but not essential.
• Knowledge of processes, requirements and expectations of the Financial Ombudsman Service and Lloyd’s would be advantageous.

At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you.

We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner.

Some of the awards QBE are proud to have won, been a finalist for, and shortlisted for include:

• AXCO Global Insurance Awards 2024 Winner: Network Management of the Year
• Insurance Business UK 5-Star Cyber Awards 2024: QBE rated as a 5-Star Cyber Insurer
• UK IT Industry Awards 2023 Winner: Green Technology Innovation of the Year
• Working Dads Employer Awards 2023 Winner: Parental Policies Award
• Insurance Post British Insurance Awards 2023: QBE rated as a 5-Star Employee

We are striving to create a workplace culture where all our people feel included, and we are committed to building a diverse workforce that is reflective of the communities we operate in.

Here at QBE, we are promoting an accessible workplace for all, which includes supporting candidates to perform at their best during their recruitment process. If you require any accommodations, please make your Talent Acquisition contact aware.

At QBE, we believe that integrating sustainability into our business helps us deliver on our purpose of enabling a more resilient future.