Job Description

The Role:

Working within the Complaints team to oversee the Global Complaints process across 50 insurance products. Act as the subject matter expert on complaints issues; work with DCAs, Coverholders and internal claims and underwriting staff to ensure full adherence to our complaint handling responsibilities; identify and address any issues where our claims handling or policy wordings do not meet our overarching commitment to treat customers fairly; act as a contact point with the Lloyd's Complaints teams.

Responsibilities will include:

• Act as the key focal point for Complaint queries from internal and external stakeholders
• Be responsible for the management of a proportion of CNP CH and DCAs, holding regular engagement meetings, performance discussions, improvement calls to ensure they are compliant will requirements
• Provide effective oversight and performance monitoring of Complaints
• Where appropriate undertake Complaints audits and/or provide Complaints training for external stakeholders
• Register and handle complaints received directly by Canopius or where our delegated partners are not authorised to do so
• Review and investigate the root cause of complaints to challenge internal and external parties decisions and processes where appropriate, applying improvement actions to generate better outcomes for our customers
• Make evidence-based, accountable decisions and liaise closely with the complaints team at Lloyd's

Skills and Experience

• Good communicator, able to convey the message appropriately and ensure it is understood by the audience (at all levels, including regulators where appropriate and the Lloyd's complaints team.)
• Ability to interpret policy wordings and technical insurance terminology across a variety of insurance products.
• Understanding of and experience in complaints handling and the Lloyd's complaints processes
• The ability to build strong working relationships, both internally and with a range of external stakeholders
• Strong organisation skills; ability to work under pressure, manage and prioritise key tasks and focus on delivering them within agreed deadlines.
• Experience of working in a regulated environment