Customer Outcomes Manager/ Complaints Manager
Location: London
Contract Type: 12-Month Fixed Term Contract
Department: Legal and Compliance
Team: Compliance
About the Role
A leading insurance company is seeking a Customer Outcomes Manager to join its Compliance team. This is a key role responsible for ensuring complaints are managed effectively and in line with regulatory obligations and company values. We’re looking for a subject matter expert in complaints handling to support our growing Customer Outcomes function.
Key Responsibilities
* Develop, maintain, and implement the conduct risk framework, complaints policy, and procedures.
* Coordinate a team of analysts handling complaints across Compliance and Customer Outcomes.
* Lead complaints training across the business.
* Provide guidance on new products, services, and initiatives from a customer outcomes perspective.
* Build strong relationships across business areas to ensure early engagement and awareness of complaints-related impacts.
* Collaborate with internal stakeholders to identify and mitigate complaints-related risks.
* Maintain up-to-date knowledge of regulatory requirements, particularly FCA DISP rules.
* Support conduct risk assessments and product reviews.
* Analyse Net Promoter Score data and maintain complaints KPIs.
* Prepare reports and management information for committees and regulators.
* Oversee complaints audits, including Coverholder and TPA file reviews.
* Support regulatory relationships with bodies such as the FCA, PRA, Lloyd’s, and others.
* Assist in delivering the annual compliance plan and training programme.
* Ensure adherence to all relevant regulatory requirements including Conduct Rules, Solvency II, Financial Crime, Data Protection, and Whistleblowing.
Skills & Experience
Essential:
* Strong knowledge of FCA regulations, especially DISP complaint handling rules.
* Experience applying regulatory frameworks to practical business scenarios.
* Excellent interpersonal and influencing skills.
* Ability to challenge data and apply professional scepticism.
* Proven ability to implement and drive processes to achieve outcomes.
Desirable:
* Understanding of operational risk management and customer-focused risks.
* Experience in retail insurance, claims, and delegated authority business.
* Familiarity with Lloyd’s and general insurance markets.
* Knowledge of Worksmart complaints management system.
* Legal background.
Why Join Us?
As a leading insurance company, we pride ourselves on putting people first. We offer:
* A vibrant and inclusive work environment.
* Commitment to career development.
* Flexible working arrangements.
* A strong focus on diversity, equity, and inclusion.