Head of Complaints Operations & Customer Outcomes

Hastings Direct are recruiting a Senior Complaints Operations Leader to head a large-scale complaints operation across Retail Insurance and Claims. You will be responsible for delivering fair customer outcomes, meeting FCA DISP requirements and driving a culture of continuous improvement.

You will shape complaint strategies, partner with Claims, Customer Operations, Risk and Learning & Development to reduce complaint demand and improve customer experience, while operating in a hybrid model from

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