Senior Complaints Operations Leader

Overview

In this role, you lead a large-scale complaints operation across Retail Insurance and Claims, focusing on fair customer outcomes and regulatory compliance. You will shape complaint strategies, partner with cross-functional teams, and drive continuous improvement to reduce demand and enhance the customer experience. You’ll report into the Complaints Leadership Team and work with Risk, Compliance and Learning & Development to elevate performance. This is a chance to influence transformation at a growing, data-driven insurer.

Pay / Benefits

• flexible hybrid working
• competitive bonus scheme
• private medical insurance
• life assurance (4x salary)
• matched pension contributions up to 10%
• 27 days annual leave + bank holidays

Responsibilities

• Lead and develop a team of Operational Leaders for complaints handling with focus on accountability, customer outcomes and engagement
• Ensure fair, FCA DISP–aligned complaint handling and Consumer Duty compliance with governance and controls
• Provide senior operational leadership across Retail Insurance and Claims complaints; identify root causes and address recurring issues
• Own delivery of operational KPIs (volume, resolution times, ombudsman overturns, quality, cost efficiency) and present insights to executives
• Drive continuous improvement through automation, digitisation, and simplification while preserving outcomes
• Collaborate with Claims, Customer Operations, Risk, Compliance and L&D to reduce complaint demand and improve experiences
• Represent complaints in governance forums and support regulatory engagement and executive reporting
• Lead change and transformation programmes using data and insights to inform decisions

Key requirements

• Significant operational leadership experience in complaints, customer operations, claims operations or conduct-focused environments
• Proven track record of managing senior operational leaders and multi-layer teams with strong coaching ability
• Strong understanding of FCA complaint handling requirements and Consumer Duty
• Experience leading change and continuous improvement programmes with data-driven decision making
• Strong understanding of Retail Insurance products and claims knowledge

• coaching capability
• stakeholder management
• cross-functional collaboration
• problem solving
• MI and data insight to drive decisions
• experience with automation and digitisation initiatives

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