Complaints Team Leader - Claims
Hybrid
Core
Lead a team of case handlers investigating and resolving insurance complaints to ensure fair outcomes and regulatory compliance.
Role type
First-line team leader for claims complaints
Builds
Resolved complaints and improved team performance
Domain
Insurance (Motor) / Regulatory Compliance (FCA)
Deliverable
client delivery
Required skills
Team leadership, case investigation, regulatory compliance (DISP, Consumer Duty), KPI monitoring, stakeholder collaboration
Preferred skills
Financial services qualifications (CII), case management tools (ShareDo, Snowflake, Looker)
Responsibilities
Manage case assignment and workload distribution, conduct 1-2-1s and drive team development, sign off Final Response Letters, monitor KPIs, escalate complex cases, collaborate with Technical and Legal teams
Seniority
First-line leadership