Head of Complaints

Role Description

As Head of Complaints, you will provide strategic leadership across the Customer Function within Allianz Personal, ensuring complaints are managed fairly, consistently and in line with regulatory expectations. You will play a key role in improving customer outcomes, influencing business change through complaint insight, and leading a high-performing team in a complex regulated environment.

This role can be based in either of our London, Leeds or Bournemouth offices, please note that this is a hybrid working role with the expectation that attend the office 40% of your time.

Salary Information

Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

About You

As Head of Complaints, you will

• Lead and inspire the Complaints Function, setting clear standards for complaint handling and customer outcomes.
• Develop strategy, governance and operational direction for complaints management across Allianz Personal.
• Build capability, resilience and decision-making expertise within teams handling complex and sensitive customer issues.
• Oversee complaint performance across quality, timeliness, productivity, customer outcomes and regulatory adherence.
• Manage operational planning, ensuring resources, capability and demand are effectively aligned.
• Take ownership of high-risk, complex and escalated complaint cases, including those involving vulnerable customers.
• Provide senior oversight and decision-making on complaints with conduct, reputational or regulatory implications.
• Lead root cause analysis activity to identify complaint drivers, customer harm and systemic issues.
• Translate complaint trends and customer insight into meaningful actions that improve products, processes and services.
• Collaborate with senior leaders across Claims, Customer Operations, Pricing & Underwriting, Distribution, Legal, Risk and Compliance.
• Represent the Customer function in executive and governance forums, presenting insight, risks, recommendations and business priorities.
• Ensure complaint handling frameworks meet all regulatory and conduct requirements.

Essential Skills

• Excellent knowledge of financial services complaint regulation, including DISP, FOS expectations, Consumer Duty and wider FCA conduct requirements.
• Proven ability to lead customer relations, complaints or operational teams in a regulated environment.
• Experience managing complaint performance, quality frameworks and customer outcome measures.
• Ability to interpret management information, identify emerging trends and provide strategic recommendations.
• Excellent judgement when handling complex, sensitive and high-risk customer cases.
• Experience implementing governance, assurance and control frameworks.
• Excellent stakeholder management skills with the ability to influence and challenge at senior leadership level.
• Excellent communication skills with experience presenting insight, risks and recommendations to executive audiences.
• Experience leading teams, developing capability and driving performance through others.
• Degree level qualification or equivalent professional experience.
• We support the government scheme ‘Access to Work’. Please feel free to ask us about the access to work scheme.

Desirable Skills

• Experience within the insurance sector, particularly personal lines insurance.
• Professional qualifications in complaint handling, insurance, customer experience, conduct risk or leadership.
• CII qualification or equivalent insurance industry qualification.

#J-18808-Ljbffr…