Complaints Analyst

Job Description

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. Utilising Root Cause Analysis and Stakeholder management skills to identify and address 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.

Key Responsibilities

• Act as the key focal point for Complaint queries from internal and external stakeholders across the group
• 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 with requirements
• Provide effective oversight and performance monitoring of Complaints handling across multiple jurisdictions
• Where appropriate undertake Complaints audits and/or provide Complaints training for external stakeholders
• 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
• Work with delegated authorities to apply learnings from Lloyd's/Ombudsman to improve performance and decision making

Skills

And other ad hoc duties as required.

Career Framework

• Business Process Improvement (Proficiency Level 2)
• Regulatory Compliance (Proficiency Level 2)
• SLA Management (Proficiency Level 2)
• Stakeholder Management (Proficiency Level 2)
• Third Party Management (Proficiency Level 1)
• TPA/DCA Management (Proficiency Level 2)
• Quality Assurance (Proficiency Level 2)
• Complaints Negotiation (Proficiency Level 2)
• Insurance Industry Expertise (Proficiency Level 2)

Further Relevant 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

Competencies

Stakeholder engagement

Collaboration And Teamwork

Works effectively with team, project or other work groups or those outside formal line of authority to accomplish goals. Actively participates as a member of a team; develops and builds cohesive team relations to produce required outputs; possesses knowledge and understanding of colleagues work.

Adapting To Change

Adjusts thoughts, feelings, and behaviours to handle new, challenging, or complex situations; embracing change as a growth opportunity when working within new work structures, processes, regulations, or requirements.

Continuous Improvement

Analyses current and future state business requirements and identify strategies to continuously improve products, services or processes. Guide and inspire others to achieve results to enhance efficiency, quality and consistency.

Innovation

Creates, develops and implements new ideas to enhance new or improved processes, systems, solutions, products or services; tries different and novel ways to deal with problems and opportunities.

Resilience

The ability to cope with and recover from setbacks, challenges or difficulty. Persevering even under pressure or crisis situations and uses ways that foster strength and growth, often emerging stronger than before.

Future Focused

Anticipates changes in regulations, technology and client needs, proactively responding to key trends happening in the industry. Thinks about the future through identifying opportunities and obstacles whilst planning effectively.

Our Benefits

We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.

We encourage and welcome applicants from all diverse backgrounds. We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate.

We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.