Complaints Manager

Summary

Join INSHUR as a Complaints Manager in Brighton, UK, embracing a hybrid work model. Oversee customer complaint resolution, ensuring efficient processes and regulatory compliance. Champion a first-class customer experience by guiding internal teams. Build and execute a clear complaints strategy, investigate complaints, identify root causes for improvement, and perform quality assurance. Advocate for customer-centric improvements, provide insights into customer needs, and support initiatives to boost satisfaction metrics. Continuously review and refine processes, embed a culture of accountability, report on trends, and coach stakeholders. This role offers challenging opportunities to support various business partners and contribute to different aspects of the business.

Requirements

• Proven ability to work independently in a complaints role within an FCA-regulated business, building processes and workflows that handle personal or commercial lines insurance products such as Motor, Breakdown, Medical, or Business insurance
• Deep working knowledge of all insurance-related areas and claims operations
• Detailed understanding of Dispute Resolution (DISP) and other regulatory rules e.g. Data Protection/Vulnerable customers and experience of working closely with external regulators, ideally including the Financial Ombudsman Service
• Excellent communication skills, with the ability to empathetically and professionally deal with customers who have had a reason to complain
• Support performance: coaching customer service and claims teams to improve performance against KPIs

Responsibilities

• Oversee processes and systems to ensure the efficient and effective resolution of customer complaints, addressing concerns promptly and maintaining compliance with regulatory standards
• Champion the delivery of a first-class customer experience by guiding internal teams to ensure operations support an exceptional customer journey
• Build and execute a clear complaints strategy aligned with growth goals
• Support complaints and disputes using industry best practices
• Investigate complaints, ensuring dispute resolution (DISP)/regulatory compliance and expert resolution for complex cases
• Identify root causes to recommend actionable improvements and reduce complaints
• Perform risk-based Quality Assurance and oversee training to maintain complaint-handling competence
• Ensure FCA reporting requirements are met with accurate and timely submissions
• Advocate for customer-centric improvements to enhance outcomes
• Provide insights into customer needs, mapping journeys to identify key improvement areas
• Support initiatives to boost satisfaction metrics like NPS and CSAT
• Continuously review and refine processes to drive efficiency and improve complaints oversight
• Embed a culture of accountability and learning to mitigate recurring issues
• Report on complaints trends and recommend improvements to leadership
• Coach and develop stakeholders, ensuring alignment with complaint-handling standards
• Contribute insights to projects and initiatives to support good customer outcomes

Preferred Qualifications

• Experience of corporate risk and compliance requirements in a business scenario with particular reference to insurance start-ups and or digital verticals or Knowledge of and interest in the insurtech environment
• A continual learner: you want to know all there is about the industry, customers, other teams, and marketing best practices
• Succinct and engaging: able to translate technical concepts into easy-to-understand language, or the ability to identify and recommend solutions to improve processes and operational practice
• Adapts well to constant change and is able to see the bigger picture, yet understand the details

Benefits

• 30 days of holiday annually, plus bank holidays
• Private healthcare for you and your family, including pre-existing conditions
• Life insurance at 3x your salary
• 13 weeks parental leave at full pay for new parents
• Workplace nursery scheme with Gogeta, allowing you to pay fees pre-tax
• Ride to work scheme
• Workplace pension scheme to help you save for retirement
• Flexible working hours to suit your lifestyle
• ��500 annual personal training allowance plus regular learning opportunities on a variety of topics
• ��40 monthly wellbeing allowance to keep you healthy
• 24/7 Employee Assistance Program, covering you and immediate family members—offering crisis support, counselling, legal advice, menopause CBT, and more
• Office massages to keep those shoulders relaxed