Complaints Investigation Associate (6 Month FTC)
Location: Chatham
About the Role
We are seeking a Complaints Investigation Associate to join the Market Oversight & Delivery team. This role focuses on the independent investigation and resolution of UK and international policyholder complaints escalated to Lloyd’s. You will play a key role in delivering fair, evidence-based outcomes, working closely with managing agents and stakeholders while ensuring compliance with FCA and international regulatory requirements.
Key Responsibilities
* Conduct thorough investigations into complex policyholder complaints
* Analyse evidence and policy documentation to determine fair outcomes
* Negotiate with managing agents and representatives to resolve complaints
* Issue compliant regulatory responses in line with FCA and international requirements
* Mandate redress payments where appropriate within agreed authority
* Manage and prioritise caseloads to meet regulatory deadlines
* Maintain accurate complaint data and support regulatory reporting
* Provide guidance to internal teams and external stakeholders on complaint processes
* Build strong relationships across the market and with key external parties
* Contribute to continuous improvement of complaint handling processes
Skills & Experience
* Strong analytical and decision-making capability
* Ability to interpret insurance policy wordings and apply them to complex cases
* Experience of handling complaints or claims in a regulated environment
* Understanding of FCA DISP rules, Consumer Duty and complaint handling frameworks
* Excellent communication and negotiation skills
* Ability to manage competing priorities and work to strict deadlines
* Collaborative approach with the confidence to support and guide others
What We’re Looking For
* A fair, objective and detail-focused approach to problem solving
* Strong stakeholder management and relationship-building skills
* Confidence in making evidence-based decisions in a regulatory environment
* A proactive mindset with a commitment to continuous improvement
* Alignment with Lloyd’s values: being brave, working together and doing the right thing
Benefits
We understand that our work/life balance is important to us all and that a hybrid of working from the office and home can offer a great level of flexibility. Flexible working forms part of a total reward approach which offers a host of other benefits over and above the standard offering (generous pension, healthcare, wellbeing etc). These include financial support for training, education & development, a benefit allowance (to spend on our flexible benefits such as gym membership, dental insurance, extra holiday or to partake in our cycle to work scheme), employee recognition scheme and various employee discount schemes.
Diversity and Inclusion
Diversity and inclusion are a focus for us – Lloyd’s aim is to build a diverse, inclusive environment that reflects the global markets we work in. One where everyone is treated with dignity and respect to achieve their full potential. In practice, this means we are positive and inclusive about making workplace adjustments, we offer regular health and wellbeing programmes, diversity and inclusion training, employee networks, mentoring and volunteering opportunities as well as investment into your professional development.
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