Complaints Manager

Job Overview

The Complaints Manager is to manage the complaints-handling process within an organisation, aiming to resolve customer concerns promptly and to improve the overall customer experience. This role involves managing a team, analysing complaint trends, and implementing strategies to prevent recurring issues.

Key Responsibilities

Complaint Resolution

1. Lead the complaints process, ensuring that all customer complaints are handled promptly, professionally, and in accordance with internal policies and regulatory requirements. This includes investigating complex or high-profile complaints and ensuring swift resolutions.
2. Respond to customer complaints in a timely, professional, and empathetic manner and ensure that all complaints are investigated thoroughly and resolved effectively.
3. Provide regular updates to customers about the status of their complaints.

Process Management

1. Work closely with external and internal teams, including insurer relationships, underwriting, claims, voice of customer, and customer service, to resolve complex or escalated complaints. Provide insights and feedback to drive process improvements and enhance the customer experience.
2. Stay updated on industry trends, regulatory changes, and customer expectations. Lead initiatives to improve complaint resolution processes, enhance service quality, and reduce customer friction points.
3. Develop and implement strategies to improve the complaints handling process, ensuring consistency and efficiency. Identify root cause analysis and trends in complaints and work cross-functionally to implement solutions to reduce recurrence.
4. Ensure that all complaint handling procedures comply with regulatory standards, including FCA regulations, ICOB guidelines, and industry best practices.
5. Conduct regular audits of the complaints handling process to ensure compliance with internal policies, external regulations, and industry standards. Prepare for and participate in external Insurer audits and ensure that all audit requirements and recommendations are followed through.

Team Leadership

1. Manage and mentor a team of complaints handlers, providing guidance and training to ensure they are equipped to effectively manage and resolve complaints. Foster a culture of accountability, customer focus, and continuous improvement within the team.
2. Provide training on complaints management and customer interaction skills. Monitor team performance and address any areas needing improvement.

Reporting and Analysis

1. Prepare and deliver regular reports to senior management regarding complaints trends, resolution outcomes, and customer satisfaction. Use data analysis to identify areas for improvement and ensure the team is meeting performance targets.
2. Track and analyse complaint data to identify root cause analysis trends and recurring issues.
3. Prepare reports for senior management with insights and recommendations for improvement.
4. Collaborate with other departments to address systemic problems and improve services.

Key Skills and Competencies

Knowledge

1. Must have strong understanding of key personal lines insurance processes with a focus on insurance sales, administration, claims and distribution.
2. Must have experience in working in FCA regulated complaints environment and ideally managing a complaints function.
3. Must understand FCA complaints ICOBs rules and best practices. Good understanding of FCA, consumer duty and DPA regulatory requirements.
4. Experience working with suppliers or internal teams to drive performance is an advantage.

Skills

1. Experience of managing a high performing team.
2. Complaint handling experience.
3. Ability to work with a range of stakeholders to solve problems.
4. Able to manage key messages upwards and be a clear communicator to impact change.

What we offer

1. 25 days holiday per year (increasing with length of service).
2. Your birthday off (paid).
3. 4 x salary life assurance.
4. £500 to spend on your physical or mental wellbeing (think gym memberships, spa days etc).
5. Company pension.
6. Healthcare including 24/7 GP advice & mental health helpline.
7. Discounts at hundreds of brands you know and love.