Lloyd’s is the world’s leading insurance and reinsurance marketplace. We share the collective intelligence and risk sharing expertise of the market’s brightest minds, working together for a braver world.

Our role is to inspire courage, so tomorrow’s progress isn’t limited by today’s risks.

Our shared values: we are brave; we are stronger together; we do the right thing; guide what we do and how we act. If you share our values and our passion to build a future that’s more sustainable, resilient and inclusive, you’ll find a home at Lloyd’s – build a braver future with us.

As an Associate in the Complaints Governance team, you will need an eye for detail and be eager to learn about the insurance market and complaints handling process.

Key Accountabilities:

Ensure complaints made against the Society of Lloyd’s are handled in line with Lloyd’s and regulatory requirements (FCA and international regulators) by overseeing complaints handled by the market.
To support policyholders in making a complaint to Lloyd’s taking into account their individual circumstances and any vulnerabilities.
Undertake risk based sampling of responses issued by managing agents to ensure they meet regulatory and data quality standards.
To provide support and guidance to the market on Lloyd’s, FCA and international regulatory requirements through tailored support, forums and market meetings.
To identify and record non-compliance with Lloyd’s Complaints Code by the market to identify trends and issues.
To manage a portfolio of managing agents, taking the lead in addressing issues to improve complaint handling in the market, escalating to senior members of the team as required.
Investigate which managing agent underwrote policy, using all available data sources, including corresponding with policyholders, FOS, brokers, coverholders, delegated claims administrators and managing agents.
The role protects the Lloyd’s brand by ensuring policyholder are provided with the timely and correct information in response to their complaint, escalating high risk or vulnerable policyholders.
Contribute to accurate regulatory reporting by ensuring data contained within complaints management database is accurate and up to date.
To review on an ongoing basis work processes with a view to continual improvement in the handling of complaints.
To support the complaint Liaison and Investigation functions, including the investigation of complaints escalated by policyholders for review by Lloyd’s, FOS and Department of Insurance
Support the Senior Associates and Team Leader in the day to day management of an effective team, through the development of new team members.

This is a friendly and positive team where training will be provided and you will have the opportunity to learn and develop your skills in the role. Previous use of MS Word, Excel and Outlook would be an advantage.

Diversity and inclusion are a focus for us – Lloyd’s aim is to build a diverse, inclusive environment that reflects the global markets we work in. One where everyone is treated with dignity and respect to achieve their full potential. In practice, this means we are positive and inclusive about making workplace adjustments, we offer regular health and wellbeing programmes, diversity and inclusion training, employee networks, mentoring and volunteering opportunities as well as investment into your professional development. You can read more about diversity and inclusion on our website.

We understand that our work/life balance is important to us all and that a hybrid of working from the office and home can offer a great level of flexibility. Flexible working forms part of a total reward approach which offers a host of other benefits over and above the standard offering (generous pension, healthcare, wellbeing etc). These include financial support for training, education & development, a benefit allowance (to spend on our flexible benefits such as gym membership, dental insurance, extra holiday or to partake in our cycle to work scheme), employee recognition scheme and various employee discount schemes.

By choosing Lloyd's, you'll be part of a team that brings together the best minds in the industry, and together with our underwriters and brokers, we create innovative, responsive solutions allowing us to share risk and solve complex problems.

Should you require any additional support with your application, or any adjustments, please click the following link;

https://cleartalents.com/apply/lloyds-msa1645695881

Please note, clicking on this link does not register your application for the vacancy

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