Complaints Handler (Insurance)

Primary Details

Time Type: Full time
Worker Type: Employee

Complaints Handler (Insurance)
Leeds with hybrid working

Due to continuous growth, we are currently looking for a Complaints Handler to join our team in Leeds.

In this role, you will manage Core, Complex and Reinsurance Company and Lloyd's complaints, and other associated activities. An integral part of Claims Governance within Claims Performance, you’ll support regulatory compliance and help to protect QBE’s reputation.

If you have previous experience of complaints handling within insurance (Commercial or Retail), we’d love to hear from you!

Your new role

• Investigate and resolve complaints at all levels of complexity in accordance with the requirements of the Financial Services 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 and oversee 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.
• Lead audits of complaints handling performed by Delegated Claims Administrators (DCAs) with complaints handling authority from QBE.
• Manage the effective allocation of new complaints, maintain weekly team statistics and produce management information, analysis and reports for the Complaints Performance Group (CPG) and other governance forums.
• Manage the importing of complaints managed by Delegated Claims Administrators into CareSmart and support User Acceptance Testing (UAT) for CareSmart upgrades.
• Work proactively and 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.
• Identify and support the resolution of risks, issues and ineffective processes, supporting Operational Resilience reviews of complaints as an Important Business Service (IBS), providing guidance and training to team members, Claims staff and DCAs.
• Work with key stakeholders to resolve risks and issues, in particular other members of the Governance, Technical and Service Excellence teams.

About you

• Previous experience of complaints handling within insurance.
• Strong investigative, organisational and time management skills, able to manage multiple and time critical deadlines.
• Strong influencing and relationship management skills with sound judgement, working with staff at all levels.
• Skilled in the production of Management Information, analysis, report writing and presenting reports to internal governance forums.
• Strong IT skills, proficient in Microsoft Word, Excel, PowerPoint, Outlook, CareSmart and SharePoint.
• Comprehensive knowledge of processes, requirements and expectations of the Financial Ombudsman Service and Lloyd’s would be advantageous.

Why QBE? At My Best

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. It’s in the culture of our business, our QBE DNA, to support our people.

We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage.

QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation.

With more than 13,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate, and kind.

To find out more about why you should work for QBE, visit our careers website.

At My Best - QBE Benefits

You are more than your work – and QBE is more than a workplace, which is why we provide you with the benefits, support and flexibility to help you concentrate on living your best life personally and professionally. FOR UK ONLY: As well as the benefits below we also offer an extensive choice of other options to suit you!

• 30 days holiday a year with the option to buy up to 2 additional days.
• Flexible working - balancing work and life is important so our flexible working opportunities are open to all, this can include part-time, job share and compressed hours.
• Pension – you are automatically enrolled into the QBE pension plan, which entitles you to receive employer contributions of 10% of your basic salary.
• Private medical insurance – we fund fully comprehensive private medical cover for you and all the family.
• Family friendly policies – we offer 26 weeks leave at full pay regardless of gender identity, sexual orientation or how you become a parent.
• Short term remote work abroad - you can request up to 20 days per year to work remotely from certain locations abroad.
• Sustainable investing - we believe sustainable integration is important for long term financial, environmental, and social outcomes. Our pension strategy supports our net-zero goal to achieve year-on-year reductions in carbon footprint, by investing more in green businesses than the broader market, so your savings are looking after the planet's future, as well as your own.
• Cycle-to-Work – benefit from regular exercise whilst making your commute greener and cheaper, select a bike and/or accessories up to the value of £5,000.

To find out more visit our Reward Page.

QBE Awards

Some of the awards QBE is 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

You can view all our awards here.

Inclusion of Diversity

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. We are proud to have partnerships with organisations such as Stonewall and Working Families, and our commitment to the Women in Finance Charter, the UN Women’s Empowerment Principles and Race at Work charter helps keep us accountable and transparent.

Accessibility

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.

ESG & Sustainability

At QBE, we believe that integrating sustainability into our business helps us deliver on our purpose of enabling a more resilient future. Our three key focus areas include fostering an orderly and inclusive transition to a net-zero economy, enabling a sustainable and resilient workforce, and partnering for growth through innovative, sustainable, and impactful solutions.

What next? If you have a passion to contribute to QBE’s vision of enabling a more resilient future for our customers and the community, we encourage you to apply! Simply click the “apply” button to submit your CV and other relevant documents, and a member of our friendly Talent Acquisition team will be in contact to discuss your interest further if you meet the requirements of the role.

We believe this is our moment – what if it was yours too?

APPLY NOW and let’s make it happen!

Skills:

Analytical Thinking, Business Process Improvements, Claims Settlement, Critical Thinking, Customer Service, Insurance Analysis, Insurance Claims Management, Insurance Policies, Intentional collaboration, Managing performance, Negotiation, Problem Solving, Risk Management, Sound Judgment, Stakeholder Management.

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.