Complaints Analyst

The Role:

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.

Responsibilities will include:

• 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: