Resolution Lead (Fixed-Term Contract to May 2027)
Core
Manage the fair and empathetic resolution of complex escalated complaints across all insurance schemes, from initial investigation to outcome implementation.
Role type
Senior IC dispute resolution lead
Builds
End-to-end resolution of Level 4 Escalated Complaints and Level 5 Customer Advocate Reviews
Domain
Insurance / Regulatory Compliance
Deliverable
client delivery
Required skills
Dispute resolution, complex investigations, stakeholder management, regulatory compliance analysis, trauma-informed communication, trend analysis
Preferred skills
Insurance industry experience, understanding of legislative frameworks
Technologies
None stated
Responsibilities
Manage direct engagement with customers, representatives, and external stakeholders including regulators; Undertake detailed investigations of complex issues; Make recommendations for fair resolution of escalated complaints; Communicate outcomes and decisions to customers and stakeholders; Analyze complaints to identify systemic trends.
Seniority
Senior, hands-on IC