Primary Details

Complaints Handler (Insurance)Leeds with hybrid workingDue to continuous growth, we are currently looking for a Complaints Handler to join our team in Leeds.In this role, you will manage Core, Complex and Reinsurance Company and Lloyd's complaints, and other associated activities.  An integral part of Claims Governance within Claims Performance, you’ll support regulatory compliance and help to protect QBE’s reputation.

If you have previous experience of complaints handling within insurance (Commercial or Retail), we’d love to hear from you!

Your new role

• Investigate and resolve complaints at all levels of complexity in accordance with the requirements of the Financial Services Authority (FCA), Lloyd’s, the National Bank of Belgium (NBB) and QBE’s internal Policies and Processes and ensure fair and prompt customer outcomes
• Contribute to and oversee the management of the central complaints’ mailboxes, actioning and disseminating emails
• Maintain up to date knowledge of the stance taken by the Financial Ombudsman Service (FOS) on applicable complaint types and support compliance with Lloyd’s requirements through participation in the Lloyd’s Market Dex Forum. 
• Lead audits of complaints handling performed by Delegated Claims Administrators (DCAs) with complaints handling authority from QBE.   
• Manage the effective allocation of new complaints, maintain weekly team statistics and produce management information, analysis and reports for the Complaints Performance Group (CPG) and other governance forums
• Manage the importing of complaints managed by Delegated Claims Administrators into CareSmart and support User Acceptance Testing (UAT) for CareSmart upgrades
• Work proactively and collaboratively with claims handlers and the Claims Procurement and Outsourcing Team, providing support and guidance where required to drive the effective management and resolution of complaints.
• Identify and support the resolution of risks, issues and ineffective processes, supporting Operational Resilience reviews of complaints as an Important Business Service (IBS), providing guidance and training to team members, Claims staff and DCAs
• Work with key stakeholders to resolve risks and issues, in particular other members of the Governance, Technical and Service Excellence teams.

About you

• Previous experience of complaints handling within insurance
• Strong investigative, organisational and time management skills, able to manage multiple and time critical deadline
• Strong influencing and relationship management skills with sound judgement, working with staff at all levels
• Skilled in the production of Management Information, analysis, report writing and presenting reports to internal governance forums.
• Strong IT skills, proficient in Microsoft Word, Excel, PowerPoint, Outlook, CareSmart and SharePoint.
• Comprehensive knowledge of processes, requirements and expectations of the Financial Ombudsman Service and Lloyd’s would be advantageous.

Why QBE? At My Best?? 

At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA.?? 

We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage.?? 

QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation (https://careers/flex-qbe/).? 

With more than more than 13,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate, and kind.??