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About the Role
This role provides administrative and operational support for Complaints Oversight & Casework (COC) and UK & European Claims functions. It supports the internal complaints team, oversees cases handled by Managing General Agents (MGAs), particularly those referred to the Financial Ombudsman Service (FOS), and offers coordinated support to Claims Managers across delegated claims programmes. The position requires strong organizational and analytical skills, excellent attention to detail, and a keen interest in insurance complaints, claims operations, and fair customer outcomes.
Responsibilities
- Manage the complaints team mailbox and telephone line, triaging enquiries, correspondence and requests and ensuring timely action or escalation.
- Maintain accurate complaint records, case management systems, trackers and supporting documentation.
- Support the administration and progression of complaints referred to FOS, including collating evidence, monitoring requests and tracking deadlines.
- Liaise with internal teams, MGAs and other stakeholders to obtain information and progress cases.
- Ensure case files and communication records are complete, accurate and appropriately maintained.
- Provide general administrative support to MGA complaints oversight and quality assurance activities, including assisting with complaint file reviews.
- Assist with collating information, maintaining records and documenting findings identified by the Complaints team.
- Maintain QA trackers and action logs, following up on outstanding information and agreed actions.
- Escalate missing information, outstanding actions or concerns to the appropriate manager.
- Demonstrate a willingness to learn about the role of the Financial Ombudsman Service (FOS), the complaints process and the importance of fair customer outcomes.
- Develop a basic awareness of relevant regulatory requirements, including the FCA Handbook and DISP, through training and guidance.
- Provide administrative support with FOS and regulatory-related activities as required.
- Monitor shared Claims mailboxes, ensuring correspondence and enquiries are directed to the appropriate team members.
- Ensure incoming post and court documents are scanned, recorded and distributed appropriately.
- Answer telephone calls from policyholders and third parties to re-direct their call.
- Monitor claims portals and redirect notifications or correspondence as required.
- Provide general administrative support to the Claims team, including maintaining records, filing documents and updating systems.
- Maintain central trackers for outstanding audit findings and actions, following up with relevant team members for updates.
- Assist with maintaining court summons registers and other claims-related records.
- Support the administration of monthly partner meetings, including recording and distributing minutes and updating action trackers.
- Assist with maintaining claims registers and trackers, including pipeline and watchlist information.
- Assist with formatting, editing and maintaining Claims documentation, including the Claims Manual, run-off playbooks and process documents.
- Ensure documents are appropriately filed, organised and kept up to date on SharePoint.
- Provide general administrative support across the Claims function and assist with ad hoc tasks as required.
- Maintain compliance with applicable UK and international statutory and regulatory obligations relevant to the role.
- Prudently manage the business and have due regard to customers’ interests and fair outcomes.
- Observe applicable sanctions and financial crime requirements.
- Comply with regulatory requirements and local licensing restrictions.
- Follow the Group’s whistleblowing policies and procedures.
Requirements
- Previous experience in administration, casework, complaints or quality assurance is desirable but not essential.
- Previous experience of insurance claims administration, delegated claims arrangements or MGA/TPA operations is desirable but not essential.
- Experience supporting trackers, action logs, process documentation or basic data tasks is desirable but not essential.
Skills
- Strong organisational and analytical skills
- Excellent attention to detail
- Keen interest in insurance complaints, claims operations and fair customer outcomes
- Strong organisational and administrative skills
- Excellent organisational skills
- Ability to manage competing priorities and deadlines across two functions
- Strong written and verbal communication skills
- Confidence liaising with internal and external stakeholders
- Excellent working knowledge of Microsoft Office, particularly Excel, Outlook and Word
- Ability to use Teams and SharePoint
- Ability to maintain accurate trackers
- Ability to follow up actions
- Ability to identify missing information
- Ability to escalate appropriately
- A respectful and customer-conscious approach to complaints and claims
- Recognising the importance of fair customer outcomes
- Aptitude and willingness to learn
- Willingness to take guidance
- Willingness to develop knowledge of both functions
- Ability to apply feedback constructively
- Interest in professional development and relevant insurance qualifications
Location
- London
Work Type
- Permanent
- Full Time
Education Level
- A-Level standard of education (or equivalent)