Complaints Handler

Primary Details

Time Type: Full time

Worker Type: Employee

To manage Core, Complex and Reinsurance complaints and other associated activities as an integral part of Claims Governance within Claims Performance, supporting regulatory compliance and QBE’s reputation.
- Complaints Handler - Claims
Leeds or Chelmsford - hybrid working

Are you ready to take on a dynamic role where you’ll be at the heart of our Claims Governance within our Claims Performance team? As a key player, you will manage Core, Complex, and Reinsurance Company and Lloyd's complaints, covering both UK and International claims. Your efforts will be crucial in ensuring regulatory compliance and safeguarding QBE’s reputation.
- With hybrid office working and excellent benefits including 30 days holiday, you will be working in a supportive and inclusive environment. We’re the down-to-earth, international insurer that is neither too big nor small, so you can make a real impactYour new role
Investigate and resolve complaints in accordance with the requirements of the Financial Conduct Authority (FCA), Lloyd’s, the National Bank of Belgium (NBB) and QBE’s internal Policies and Processes and ensure fair and prompt customer outcomes
- Maintain up to date knowledge of the stance taken by the Financial Ombudsman Service (FOS) on applicable complaint types and support compliance with Lloyd’s requirements through participation in the Lloyd’s Market Dex Forum.
- Support on audits of complaints handling performed by Delegated Claims Administrators (DCAs) with complaints handling authority from QBE.
- Contribute to the production of management information, analysis and reports for the Complaints Performance Group (CPG) and other governance forums, as required.
- Work collaboratively with claims handlers and the Claims Procurement and Outsourcing Team, providing support and guidance where required to drive the effective management and resolution of complaints.
- Support the resolution of risks, issues and ineffective processes, providing guidance and training to Claims staff and Delegated Claims Administrators as required.
About you
Previous experience of complaints handling
- Strong investigative, organisational and time management skills, able to manage multiple priorities and meet time critical deadlines
- Strong influencing and relationship management skills with sound judgement, working with staff at all levels
- Strong IT skills, proficient in Microsoft Word, Excel, PowerPoint, Outlook and SharePoint.
- Experience in producing MI, trend analysis, report writing for internal governance forums and the use of the Caresmart system is preferrable but not essential
- Knowledge of processes, requirements and expectations of the Financial Ombudsman Service and Lloyd’s would be advantageous.
Why QBE? At My Best
At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA.We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future - helping those around us build strength and embrace change to their advantage.QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation
-
).With more than more than 13,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate, and kind.To find out more about why you should work for QBE, visit our
- careers website.

At My Best - QBE Benefits
You are more than your work - and QBE is more than a workplace, which is why we provide you with the benefits, support and flexibility to help you concentrate on living your best life personally and professionally. As well as the benefits below we also offer an extensive choice of other options to suit you-
30 days holiday a year with the option to buy up to 2 additional days.
- Flexible working - balancing work and life is important so our flexible working opportunities are open to all, this can include part-time, job share and compressed hours.
- Pension - you are automatically enrolled into the QBE pension plan, which entitles you to receive employer contributions of 10% of your basic salary.
- Private medical insurance - we fund fully comprehensive private medic