Complaints Team Manager

Tokio Marine HCC; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading insurance company in the UK is seeking a Complaints Team Manager to oversee the complaints handling team and ensure the resolution of customer grievances efficiently. The ideal candidate will have strong knowledge of UK complaints handling, excellent people management skills, and the ability to manage complex issues promptly. This role involves setting objectives for team members and ensuring compliance with regulatory standards, making it essential for candidates to exhibit high-level problem-solving and analytical skills. This position supports a hybrid work model.

Qualifications

• Strong knowledge of UK complaints handling and international requirements.
• Proven ability to manage a team and set objectives effectively.
• Exceptional problem-solving skills and analytical abilities.

Responsibilities

• Oversee the complaints handling team and ensure compliance.
• Set and deliver realistic goals for team members.
• Investigate complex complaints and provide timely resolutions.

Skills

Knowledge of UK complaints handling

People management skills

Problem solving

Analytical skills

Interpersonal skills

Written and verbal communication

Job description

Complaints Team Manager page is loaded## Complaints Team Managerlocations: UK - London ( St Botolph )time type: Full timeposted on: Posted Todayjob requisition id: 2025-1092Job Title: Complaints Team ManagerReporting to: Senior Compliance OfficerPosition Type: Permanent, 35 hours per week Direct Reports: 3Hybrid: 3 days in the office, 2 days working from home**Job Purpose:**To manage and oversee TMHCC International’s complaints handling team and to undertake/support tasks relating to Conduct Risk and product governance.* To manage the team responsible for complaints handling, ensuring that they perform their duties in accordance with TMHCC International’s expectations.* To set and ensure delivery of realistic goals and objectives for team members and support them in their development* Ownership of the complaint management framework. Ensuring that regulatory deadlines are met and that standards are maintained. This includes oversight of 3rd party complaint handling* To provide support, advice and guidance to the complaints handling team with the handling of complaints, especially where the complaints are problematic or complex.* To investigate complaints as required, including providing acknowledgements and Final Response Letters on a timely basis.* To produce and/or provide input to Compliance reports and Management Information for reporting to various Committees, as needed.* To assist with the completion and submission of Lloyd’s and regulatory returns (e.g. complaints and RMARs, annual attestations, etc.) as necessary.* To liaise with internal and external stakeholders as appropriate and respond to Conduct Risk/complaints queries comprehensively and in a timely manner* Oversee the maintenance and updating of the Complaints Handling Procedures and Complaints e-learning training module as required* Reviewing and providing feedback (including potential impact to the business) on any FOS/regulatory papers issued covering complaints handling. To participate in and support elements of the Consumer Duty Framework, including:* Working with the business to complete product assessments and ‘outcome reviews’* Dealing with internal and external stakeholders, including Cover holders and brokers, in relation to Fair Value information exchanges* Undertaking the annual Fair Value exercise on the VisRisk system solution* Providing progress update reports to the Senior Compliance Officer – Conduct Risk on a periodic basis.* To assist as required in the implementation of the Complaints and Conduct Risk-related objectives detailed in the annual Compliance Plan.* Provide support for regulatory risk assessments and requests for information, thematic reviews and internal audits.* To collaborate with other departments (e g International Enterprise Risk and Internal Audit), ensuring that compliance and complaints related issues identified are escalated for investigation and resolution as appropriate. **Skills and Experience Specification:*** Strong knowledge and experience of UK Complaints together with working knowledge of international complaints handling requirements.* Good people management skills and ability to set realistic goals and objectives for team members* Demonstrate a high level of problem solving and the ability to resolve issues.* Strong analytical skills.* Ability to manage own workload, prioritising tasks appropriately and ensuring that agreed delivery dates are achieved.* Excellent interpersonal skills, able to communicate effectively with a wide range of people face-to-face and over the telephone.* Good written and verbal communication skills* Participate in all departmental activities (training, controls, maintenance and reporting) as required.