Complaints Manager

Marleyriskconsultants; United Kingdom; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading insurance firm in the UK seeks a proactive Complaints Manager to lead their complaints function. The role involves managing a team, overseeing the resolution of complex insurance complaints, and ensuring compliance with regulatory standards. Candidates should have proven experience in complaints management within an insurance context, exceptional communication skills, and the ability to handle multiple priorities. This position offers attractive benefits, including enhanced pension and private medical insurance (after probation).

Benefits

Enhanced company pension

Cycle to work scheme

Life Insurance (after probation)

Private Medical Insurance (after probation)

Qualifications

• Proven experience in complaints management within an insurance setting.
• Strong understanding of complaints process components.
• Demonstrable experience handling complex complaints professionally.

Responsibilities

• Lead and develop a team of Complaints Handlers.
• Oversee complex complaints and ensure timely resolution.
• Ensure compliance with complaints regulations.

Skills

Complaints management experience

Understanding of Complaints Process

Strong written skills

Verbal communication skills

Experience with Ombudsman referrals

Ability to manage multiple priorities

Job description

Marley Risk Consultants Ltd are a chartered Loss Adjusters servicing the Property Latent Defects Insurance market across the UK. Established in 2013, with offices in Shrewsbury, Cheltenham and London, we are entering an exciting period of growth to meet the needs of our expanding client base.

We are seeking a proactive and experienced Complaints Manager to lead our complaint’s function, managing a team of three Complaints Handlers. You will oversee complex insurance complaints, multi-departmental issues, and contentious cases, ensuring resolution at the earliest opportunity while embedding a culture of continuous improvement across the business.

Key Responsibilities

• Leadership & Team Management
• Lead, mentor, and develop a team of three Complaints Handlers, ensuring high performance and professional growth.
• Allocate workloads effectively, monitor progress, and provide guidance on complex or contentious complaints.
• Foster a collaborative, supportive, and compliant team culture.
• Complaints Oversight & Resolution
• Oversee the handling of complex, and contentious complaints, ensuring timely and robust resolution.
• Provide expert advice on complaints regulations and handling, ensuring compliance with evolving industry standards.
• Scrutinise complaints for potential reputational risks and elevate to Directors when necessary.
• Policy & Compliance
• Ensure the complaints policy is developed, reviewed, and maintained in line with DISP, ICOBS and Customer Duty requirements.
• Oversee Ombudsman referrals and ensure responses meet regulatory and professional standards.
• Safeguard confidentiality and GDPR compliance across all complaints processes.
• Analysis & Reporting
• Conduct root cause analysis of complaints and feed insights back into business processes to prevent recurrence.
• Produce high-quality reports for effective management oversight.
• Ensure lessons learned are communicated across the business to drive service improvements.
• Stakeholder Engagement
• Work closely with line managers and claims teams to gain a full understanding of issues and support early resolution.
• Provide training and guidance to ensure all staff can identify potential complaints and refer them promptly in line with regulatory requirements and internal procedures.
• Communicate effectively with service users, complainants, and external organisations, including Ombudsman services.

Skills & Experience Required

• Proven experience in complaints management within an insurance setting, ideally with leadership responsibilities.
• Strong understanding of the principles and components of the Complaints Process.
• Demonstrable experience handling complex and contentious complaints with professionalism under pressure.
• Experience in developing and embedding compliant systems and processes.
• Knowledge of issues concerning vulnerable people and ability to handle communications sensitively.
• Excellent written skills for drafting investigation reports, executive summaries, and formal responses.
• Strong verbal communication skills, able to engage confidently with staff at all levels, service users, and external stakeholders.
• Experience of Ombudsman referrals and regulatory compliance.
• Working knowledge of DISP, ICOBS and Customer Duty requirements.
• Ability to manage multiple priorities, deadlines, and de-escalate aggressive behaviour with empathy and firmness.
• Enhanced company pension
• Cycle to work scheme
• Life Insurance (after probation)
• Private Medical Insurance (after probation)