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- Location: City of London
- Job Reference: #HH1352/J1677
- Job Type: Permanent
- Category: Claims
A highly respected Lloyd's Managing Agency have a new vacancy for a Complaints Manager. Candidates should be experienced within insurance consumer complaints or insurance consumer claims, and there will be no direct reports into this position. Candidates do not need London Market experience – candidates with experience within Personal Lines claims/complaints would be of interest to our client.
RESOLUTION OF CUSTOMER COMPLAINTS
First point of contact for customers who make a complaint
Ensure complaints log is maintained and data input on a timely basis
Ensure complaints are dealt with within regulatory deadlines
Ensure complaints decisions are fair and take into consideration all relevant regulations, legislation, industry best practice and the company's values
Liaise with coverholders, TPAs, Claims, Underwriting and Compliance where relevant
Maintain records of all correspondence, decisions and rationale
Frequent regular reporting of key complaints statistics
LIAISON WITH LLOYD’S & FINANCIAL OMBUDSMAN SERVICE (FOS)
Compile case files and summaries for Lloyd’s & the FOS
Liaise with the Compliance Manager relating to the progress, direction and outcome of Lloyd’s & FOS cases
Frequent regular reporting of key statistics
Carry out root cause analysis of complaints and provide feedback to the Claims teams and Compliance
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