Complaints Coordinator

The primary purpose of this role is to provide support, guidance, and oversee daily operations for both international and domestic complaints received by Canopius and their representatives. The role will be responsible for managing complaints operationally across all jurisdictions, ensuring requests, issues, and escalations are handled smoothly, and ensuring accurate information is captured to support the efficient running of the function. Strong internal and external stakeholder management is essential.

Responsibilities

• Be responsible for daily operational activities for complaints handling across multiple jurisdictions worldwide. Examples of this include ensuring we have an accurate record of complaints, monitoring regulatory deadlines and working with stakeholders to ensure they are met, and serving as the subject matter expert (SME) for complaint-related queries.
• Work closely with Lloyd's globally to keep communication clear and smooth, align on market requirements, share updates, and handle any queries or issues promptly.
• Provide oversight and assistance to the team and wider business on regulatory complaint requirements for international and domestic complaints.
• Oversee case progress and support our appointed complaint handlers in meeting deadlines, ensuring we meet the expected quality standards.
• Actively participate in Root Cause Analysis alongside the Complaints Analysts to identify issues impacting timely resolution and compliance with regulatory deadlines.
• Lead quality assurance reviews of delegated claims authority (DCA) partners to ensure adherence to Lloyd's requirements. Monitor performance metrics related to identification, logging, and responding to complaints, identify gaps, and work with the Complaints Analyst's to implement corrective actions.
• Maintain excellent communication with team members, management, and both internal and external stakeholders.
• Develop complaint handling knowledge across all jurisdictions and keep the wider team informed of regulatory changes.

Skills and Experience

• Proven experience in operational oversight within insurance or financial services.
• An understanding of international regulatory frameworks and FCA DISP requirements.
• Ability to analyse data, identify trends, and work towards implementing process improvements.
• High attention to detail and ability to manage competing priorities effectively.

Benefits

We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.

We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.