Complaints Professional

Terms of Reference 
Complaints Professional
 
 For more information regarding team struture, progression and more information about the role, please reach out to discuss. 
Job Purpose:  
 
To aid the Conduct Risk Manager in ensuring all complaints are managed in accordance with the company's complaints and good customer outcomes protocols and procedures and, in line with the requirements of Lloyd’s Customer Outcomes Principle and the Financial Conduct Authority (FCA) expectations in relation to complaints handling.
 

 
Reports to the Conduct Risk Manager, working closely with the compliance team.
 
 
 Responsibilities: 
 
·       Ensure UK and International policyholder complaints are managed in accordance with Lloyd's customer outcomes principles, the FCA’s DISP 1 - Fair treatment of customers, applying the six customer outcomes as defined by the Financial Conduct Authority.
·       Adhere to strict SLA’s relating to complaints handling as set by Lloyd’s and the FCA
·       Where required, liaise with the Financial Ombudsman Service to bring about a fair and impartial conclusion to escalated complaints, so that good customer outcomes always occur.
·       Review and learn from past decisions, including decisions made by the Lloyd’s, local Ombudsman and/or Regulators.
·       Gather all necessary evidence in relation to complaints and ensure fair customer outcomes are always made.
·       Work with internal departments and third parties in a timely manner to gather information and investigate complaints, while always providing the customer with a professional and efficient service.
·       Where required, assist the Conduct Risk Manager in gathering complaints handling management statistics for committee and external regulatory body reports.
 
Desired Experience:
 
·       Must have a strong technical knowledge and understanding of Lloyd’s and FCA expectations relating to Complaints Handling. Ideally, already working in a similar role.
·       Experience of working with a complaints management tool (e.g., Caresmart) desirable
·       Experience of analysing and applying regulatory change on the business (preferably at a Lloyd’s Managing Agent and/or broker) relating to complaints handling.
·       Good understanding of the principles of good customer outcomes relating to the FCA’s DISP 1.3 Complaints handling rules, including for vulnerable customers.
·       Excellent communicator with the ability to build relationships at varying levels both internally & externally.
·       A strong team player
·       An Innovative thinking, problem-solving, initiative-taking individual with excellent attention to detail and time management skills
·       Please note you will be required to attend London head office in line with their hybrid working policy.