Location: London (Hybrid – 3 days in the office, 2 days from home)
Salary Range: £70,000 per annum (dependent on experience)
Reporting to: Senior Compliance Officer
Type: Permanent (35 hours per week)
Overview:
This role leads a small complaints handling team and ensures a robust, regulator-ready complaints management framework is maintained across the business. You will oversee day-to-day complaints operations (including complex case support and third-party oversight), deliver high-quality management information for governance forums, and contribute to wider conduct risk and product governance activity, including Consumer Duty requirements. It’s a visible role with real influence over customer outcomes, compliance standards, and operational effectiveness.
Key Responsibilities:
- Lead and develop a team of complaints handlers, setting clear objectives, supporting development, and ensuring consistent delivery standards.
- Own and maintain the complaints management framework, ensuring regulatory deadlines are met and standards are upheld.
- Provide guidance on complex or high-risk complaints and investigate complaints where required, including issuing acknowledgements and final response letters.
- Oversee third-party complaints handling arrangements to ensure alignment with internal standards and regulatory expectations.
- Produce and contribute to complaints and conduct risk MI and reporting for internal governance committees.
- Support completion and submission of relevant regulatory returns and attestations (e.g., complaints reporting, RMAR-related inputs where applicable).
- Maintain and update complaints procedures and complaints training materials/e-learning content.
- Monitor and provide feedback on complaints-related regulatory publications and ombudsman updates, highlighting impacts and recommended actions.
- Support conduct risk and product governance activity, including Consumer Duty workstreams (product assessments, outcome reviews, fair value information exchanges).
- Coordinate annual fair value exercises using relevant internal systems and provide progress updates to senior compliance stakeholders.
- Support delivery of complaints and conduct risk objectives within the annual compliance plan.
- Assist with regulatory requests, thematic reviews, internal audits and risk assessments.
- Collaborate across the business to ensure complaints and conduct issues are escalated, investigated and resolved appropriately.
- Strong experience managing UK complaints handling in a regulated financial services or insurance environment.
- Working knowledge of international complaints handling requirements (or proven ability to adapt frameworks across jurisdictions).
- Proven people management capability with experience setting objectives, coaching performance, and developing team members.
- Confident handling complex complaints and providing clear, balanced guidance to others.
- Strong analytical and problem-solving skills, with a structured approach to investigation and root cause identification.
- Excellent written and verbal communication skills, able to engage effectively with stakeholders at all levels.
- Strong organisation and prioritisation skills, with a track record of meeting deadlines and managing multiple workstreams.
- Experience producing management information and reporting for senior stakeholders and governance forums.
- Experience contributing to conduct risk and product governance frameworks (including Consumer Duty).
- Experience overseeing outsourced/third-party complaints handling arrangements.
- Familiarity with complaints-related regulatory reporting and returns in an insurance context.
- Experience updating training materials or delivering training related to complaints and conduct.
A well-established specialty insurer operating in the London market, recognised for its strong governance, collaborative culture, and commitment to delivering fair customer outcomes. The business continues to invest in compliance, conduct risk, and operational capability to meet evolving regulatory expectations and support sustainable growth.