Job Title: Complaints Officer

Division: Operations

Reports To: Group Complaints Manager

Key Relationships: Underwriting and claims teams, risk management, compliance, internal audit, delegated operations, external regulators.

Job Summary: Complaints management

Key Responsibilities

• To ensure all complaints are recognised and recorded

• To ensure all complaints are acknowledged within regulatory timescales

• To manage complaints in line with the company complaints procedure

• To collaborate with the trading teams to reach the right customer outcome for each complaint

• To record any exceptions to the management of complaints in line with regulatory timescales

• To undertake root cause analysis of complaints received

• To prepare complaint reports for onwards distribution to the agreed committees

• To prepare complaint files which have been requested by Lloyd’s, the Financial Ombudsman service (FOS), or local country equivalent

• To communicate learning’s from Lloyd’s and FOS decisions to the trading teams and agreed committees

• To collaborate with the trading team to create and embed service improvements based on learning’s from complaints

• To undertake complaints handling training with the trading teams

• To support the trading teams in recognition and management of complaints by being a point of referral for complaints received at the first point of contact

General

At Beazley we are committed to doing the right thing because it is the right thing to do. It is important that within all your interactions both internally and externally you adhere to this principle through adoption of Beazley’s core values and behaviours.

Adopt the Beazley culture of Being bold, Striving for better and Doing the right thing, that contributes to an internal environment of teamwork and promotes a positive brand image and experience to our external customers.
Comply with Beazley procedures, policies and regulations including the code of conduct. Undertake training on Beazley policies and procedures as delivered by your line manager, the Culture & People development or assurance teams (compliance, risk, internal audit) either directly, via e-learning or the learning management system.
Display business ethics that uphold the interests of all our customers.
Ensure all interactions with customers are focused on delivering a good outcome, including having the right products for their needs.
Comply with any specific responsibilities necessary for your role as outlined by your line manager, the Culture & People or assurance teams (compliance, risk, internal audit) and ensure you keep up to date with developments in these areas. This may include, amongst others, Beazley’s underwriting control standards, Beazley’s claims control standards, other Beazley standards and customer relationship management.
Carry out additional responsibilities as individually notified, either through your objectives or through the learning management system. These may include membership of any Beazley committees or working groups.

Personal Specification:

Education and Qualifications

University degree or ACII qualified or appropriate insurance industry experience

Skills and Abilities

Ability to work at both detailed and summary level, and able to exercise judgement
Ability to negotiate and be persuasive
Being willing to attend meetings and discussions with the business at short notice and be part of a team working through issues and ideas to come up with practical, commercial solutions
Able to communicate effectively with others, both verbally and in writing, ability to be able to listen
Ability to be adaptable to changing circumstances
Able to manage uneven workload, respond quickly to ad hoc queries from the business
Motivational skills, team worker as well as able to work on own initiative

Essential Criteria

7+ years of experience in Compliance/regulatory experience in all or some of the following: Complaint handling, Consumer Duty, Treating Customers Fairly (TCF), Conduct Risk, insurance underwriting, insurance claims, or insurance broking
5+ years of Experience in delegated business would be beneficial
Having supported a formal governance meeting in the past would be beneficial
Having worked directly with customers or in a retail insurance environment would be beneficial
Preferably have London Market complaint handling experience

Aptitude and Disposition

Outcome focussed, self-motivated, very flexible and enthusiastic
Professional approach to successfully interact with senior management / colleagues / external suppliers / regulators
Diplomatic

Competencies

Adaptable
Customer focus
Information seeking
Team working
Initiative
Using expertise
Integrity
Impact and influence

Complaints Handling jobs

Complaints Officer