Applications are considered on a rolling basis Nottingham Hybrid Job Description We’re AmTrust International, a London-based insurance business with over 1,900 employees across 13 countries. As part of a global group, we develop bespoke insurance solutions for leading financial institutions, retailers, and manufacturers worldwide. We are looking for a Complaints Team Leader to join our Nottingham office. This role will lead the internal Complaints team to deliver fair customer outcomes through effective training, leadership and oversight. Key responsibilities: Lead and coach Complaint Investigators to ensure consistent, compliant, and high-quality complaint handling. Provide technical support on complex complaints, ensure continuous improvement through analysis and feedback of Financial Ombudsman Service decisions, and validate third-party payments against FOS invoices. Report on trends, perform root cause analysis, and escalate risks with recommendations for effective remediation. Ensure the accuracy of records in internal systems. Drive continuous improvement through quality assurance, feedback, and training. Identify process gaps and opportunities for continuous improvement. To succeed in this role, you will have leadership experience in insurance, claims, or complaints handling, strong technical knowledge, and a proven track record of delivering fair customer outcomes. Excellent communication, analytical skills, and the ability to drive both quality and productivity are essential. For more information, click here for the job description. Submit your CV to show your interest, and we will be in touch.