Group Complaints Manager

Our expanding Insurance client has created a new role of Group Complaints Manager to join their Central Assurance Department.

This role is offered on a hybrid or office-based basis.

You will be supporting all Group Companies, meaning that you will be involved in a wide variety of cases across all their Operations.

This will suit an experienced Complaints/Customer Relations professional from the Insurance Industry, so you can lead this vital business activity forward for the Group.

This is your chance to make an impact by helping continuously improve and shape our Client's customer experience, and where your contributions will be valued and recognised.
As the Group Complaints Manager, you'll be at the forefront of customer service efforts and be responsible for managing and resolving customer complaints.

You'll play a crucial role in maintaining the Company's reputation for excellence by addressing customer concerns with empathy, professionalism and integrity.

Key Responsibilities of the Group Complaints Manager role include:

• Handle customer complaints from initiation to resolution, ensuring adherence to Regulatory requirements and Company policies.
• Investigate complaints thoroughly, gathering all necessary information and evidence to reach fair and informed decisions.
• Liaise with internal departments to address root causes of complaints and implement corrective actions where necessary.
• Provide regular updates and reports on complaint trends, identifying areas for improvement and implementing proactive measures to enhance customer satisfaction.
• Act as a point of escalation for complex or high-priority complaints, demonstrating strong problem-solving skills and a proactive approach to resolution.

To be successful as Group Complaints Manager you will demonstrate

• Previous experience in a Complaints/Customer Relations role within the Insurance industry.
• Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.
• Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.
• Knowledge of Regulatory requirements governing the insurance industry (eg FCA guidelines).
• Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.