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Insurance Complaints Officer

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A Brand offering insurance solutions to its customers is currently looking for an Insurance Complaints Officer to join its team, reporting to the Chief Operation Officer you will be responsible for:
  • Contribute to planning and control of change of the Complaints Management function
  • Investigate and manage the resolution of complaints within given regulatory and operational timescales
  • Ensure complaint management is compliant with regulations, internal process and policies
  • Ensure the quality of service with regards to management of complaints
  • Implement Complaint Process and Protocols for new programmes, products and TPA Arrangements
  • Audit and inspection of compliance of TPA’s in relation to complaints
  • Deliver the homogenisation of the Complaint processes across all TPA’s
  • Maintenance of Complaint Management procedures in line with operational, regulatory and legal requirements
  • Ownership of Complaint Registers of both licenced entities
  • Regular monitoring and reporting to committees in relation to complaints data


  • Proven experience obtained in an Insurance role
  • Knowledge of Insurance claim assessment and decision trees
  • Knowledge of common underwriting risks in particular to the Payment Protection Insurance products
  • ACII professional qualification
  • Ability to assess complicated situations and take equitable decisions
  • Excellent eye for detail and accuracy
  • Fluency in English and ability to converse, write and read in any other language French/German/Spanish/Italian/Romanian would be considered an advantage.