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Head of Complaints

2 months ago

Reigate, United Kingdom esure Full time
Company Description

Here at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

Job Description

We are currently recruiting for a Head of Complaints who can lead and inspire our Customer Relations teams to truly put the customer at the heart of everything we do. You will dare to be different by creating a culture of continuous learning, reviewing and challenging processes, identifying improvements, conducting RCA and implementing change whilst tracking the output ensuring FCA complaint guidelines and timescales are being adhered to.

Within this role you will also oversee our Ops Risk and Control Team, which is responsible for the implementation and maintenance of the risk management framework throughout Operations. You’ll ensure that the Ops department achieve and maintain full regulatory and legislative compliance, and that key risks are identified, monitored and mitigated

What you will do:

  • Ensure company-wide adherence to complaints handling process, in line with FCA complaint handling rules and best practice.
  • Be a primary point of contact for senior leadership regarding complaints management and resolution including presenting data and trends on a regular basis including presentations for Board & Exec
  • Ensure reports demanded by FCA are accurately completed and submitted on time
  • Develop appropriate compensation guidelines for use by the business and ensure the logging and monitoring of all compensation payments.  
  • Collaborate with our teams to deliver and maintain a continuous improvement cycle, understanding root cause, driving efficiencies, improvements and reporting on efficiencies.
  • Drive a data culture within your area and utilise data analytics to drive process improvements and decision-making.
  • Drive a highly productive and high performing team, delivering agreed KPI’s and driving esure’s culture throughout the team and department
  • Implement efficient and innovative workflows to enhance the customer complaint journey
  • Manage/ facilitate all Audit activity within Operations, ensuring all deadlines are achieved and follow up actions are tracked and delivered on time
  • Represent Operations at business Risk and Customer forums, providing insight, outputs and milestones
Qualifications

We’d love you to have:

  • Experience within a Lead or Head of role managing Complaints functions, driving high performance and delivering tangible results for a business and its customers
  • Extensive knowledge of complaints handling and processing within regulated environment
  • Proven experience managing relationships with external regulatory partners including the FCA and Financial Ombudsman Service (FOS)
  • Data driven with the ability to create complex reports for internal and external partners (such as the FCA / FOS)
  • Significant exposure to internal audit risk assessment programmes and quality review planning, review methodology and feedback techniques.
  • Someone who embraces change and can navigate a team through this effectively
  • The ability to collaborate with colleagues of all levels and partner with exec / board level.
Additional Information

Why choose us?

This is your opportunity to be at the forefront of our game-changing journey and be part of something truly special And to top it off, here are some perks to life at esure…

  • A competitive salary that recognises your skills and potential
  • A bonus scheme that celebrates your contribution to esure’s success
  • Discounts on our insurance products, for you and your family
  • 28 days annual leave, plus 8 flex days to be taken as and when suits you
  • Benefits just for you: our hub – My Benefits Box – is loaded with perks to choose from, so you can build a personal toolkit to support your health, wellbeing, lifestyle, and finances.
  • Grow your career with us: whatever your goals, we’ll support you with hands-on training, mentoring, a LinkedIn Learning licence, access to our exclusive Academies, regular career conversations, and expert partner resources from the likes of Women in Data and Women in Tech.
  • Join our communities: our networks give you the chance to connect, learn and share with like-minded colleagues across the business – for work and play. So, it’s no surprise our people consistently rate ‘making friends at work’ one of the highest scorers in our colleague engagement survey
  • More flexibility for you: we’re a proud supporter of the ABI’s Make Flexible Work campaign and welcome you to ask about the flexibility you need, whether it’s part time, job sharing, or compressed hours. Our hybrid working approach also puts you in the driving seat of how and where you do your best work.
  • Live a healthy lifestyle: we offer lots of support, so you feel like the best version of yourself – like specialist advice through our employee assistance programme, wellbeing classes, access to the My Health Advantage app, our Big Team Challenge, and learning sessions on topics like menopause.
  • A helping hand to do your bit for a greener and safer world: driving good in the world couldn’t be more important to us. That’s why we encourage colleagues to use volunteering days to support their local communities and have lots of initiatives to help you live a greener lifestyle.
  • Everyday appreciation: praise from your colleagues means the world Our social recognition tool makes it easy to give colleagues the praise they deserve, and you could even be shortlisted for a company-wide ACE Award.

We understand some people may not apply for jobs unless they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you’re not 100% sure we would love to hear from you.