Complaints Associate

512 300 Kind Consultancy

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Major Global Insurance Brand

Kind Consultancy is working with a leading global insurance business which is currently seeking a Complaints Associate to join their London office in a permanent position paying £45,000, with a hybrid work model requiring 2 days per-week in-office.

The organisation is a major insurance brand utilising a global platform with a speciality risk focus. They are a prestigious name within the insurance world, and this is an exciting opportunity to join the flagship UK office of a multinational organisation at the forefront of insurance and reinsurance.

The Complaints Associate will report to the Conduct Risk Manager and will focus on ensuring all complaints are managed in accordance with the organisation’s complaints and good customer outcomes protocols and procedures and, in line with the requirements of Lloyd’s of London’s Customer Outcomes Principles and the Financial Conduct Authority (FCA) expectations in relation to complaints handling, with key responsibilities including:

  • Ensuring UK and International policyholder complaints are managed in accordance with Lloyd’s customer outcomes principles and the FCA’s DISP 1 rules.
  • Adhering to strict SLA’s relating to complaints handling as set by Lloyd’s of London and the FCA
  • Liaising with the Financial Ombudsman Service when necessary to bring about a fair and impartial conclusion to escalated complaints
  • Reviewing and learning from past decisions, including decisions made by Lloyd’s, the Ombudsman and/or Regulators.
  • Gathering all necessary evidence in relation to complaints and ensuring fair customer outcomes are always achieved
  • Working with internal departments and third parties in a timely manner to gather information and investigate complaints, while always providing the customer with a professional and efficient service.
  • Where required, assisting the Conduct Risk Manager in gathering complaints handling management statistics for committee and external regulatory reports.

For the Complaints Associate role we’re looking for candidates who:

  • Have a strong technical knowledge and understanding of Lloyd’s of London and FCA expectations relating to Complaints Handling.
  • Must be familiar with Lloyd’s rules and requirements for MGAs, including an understanding of Lloyd’s systems and international processes
  • Have experience of working with a complaints management tool (e.g., Caresmart)
  • Have experience of analysing and applying regulatory change on the business (preferably at a Lloyd’s Managing Agent and/or broker) relating to complaints handling.
  • Have a good understanding of the principles of good customer outcomes relating to the FCA’s DISP 1.3 Complaints handling rules, including for vulnerable customers.
  • Are excellent communicators with the ability to build relationships at varying levels both internally & externally.
  • Are strong team players
  • Are innovative, problem-solving, initiative-taking individuals with excellent attention to detail and time management skills

If you’re interested in the Complaints Associate opportunity and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today.

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