Complaints Resolution Manager

Complaints Resolution Manager

Location: Bromley (Hybrid working available if desired)

Salary: £Negotiable

Camberford Underwriting, a key part of the Brown & Brown (Europe) group, are actively looking to recruit a Complaints Resolution Manager to join their team.

As a crucial link between the company, the insurer, brokers and customers, you will use strong communication skills to listen empathetically to grievances, investigate the circumstances leading to each grievance before reaching a fair and informed decision as to whether the complaint should be upheld.

Moreover, you will play a pivotal role in identifying recurring issues, contributing to process improvements, and maintaining customer satisfaction levels. You will produce reports and MI on a regular basis, both internally for the Exec Team and where required, externally for insurers and regulators, providing transparency and insight into the complaint resolution process.

Key duties:

• Receive, log, acknowledge and investigate complaints, gathering all necessary information and evidence to reach fair and informed decisions
• Listen empathetically to grievances and clearly outline to complainants the actions that you will take to arrive at a decision within regulatory timelines.
• Document findings in plain English, acknowledging where service has been below standard.
• Convene meetings of key SMEs to decide and document the level of redress to be offered to customers, if required and in line with guidance from the FOS.
• Act as the referral point for authorised complaint handlers who are unable to resolve complaints at first point of contact within the 3 day deadline
• Liaise with insurers where we have no or limited complaint handling authority or where the limits of our delegation are reached
• Be the point of contact for FOS complaints; responding to all requests promptly and fully
• Liaise with the wider stakeholder group to share best practice, themes and trends and encourage positive process changes particularly around FOS learnings
• Support and coach team leaders and authorised complaint handlers to achieve a consistent and high quality approach to complaint handling; challenging the team to get to the core of any errors or improvements in collaborative group discussions
• Ensure complaints are recorded accurately within a system and the complaint file is organised and kept updated for review by those permitted to access complaints data
• Deliver against key performance metrics and deadlines
• Be able to manipulate data, produce and distribute required complaints MI and report trends identified.

What we're looking for:

• Previous experience in a Complaints or Customer Relations role within an insurance business
• At least 5 years' experience of handling property and commercial claims
• Sound knowledge and understanding of external regulatory bodies such as the FOS, ICO and FCA, including a special focus on FOS decisions, Consumer Duty and TCF.
• Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.
• Confident communicator at all levels within the business, building trusted relationships with Claims and Underwriting teammates, Risk and Compliance colleagues and Director level stakeholders.
• Ability to identify and recommend solutions to improve processes and operational practice
• Managing your own workload whilst balancing the needs of your stakeholders and showing resilience through periods of high workload
• Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.
• CII qualified to Diploma level or higher an advantage
• Experience of underwriting home and commercial property risks an advantage

For more information please apply online or contact Dan Hurley