Complaint Triage Lead

Responsibilities

to join our Customer Relations team and help us deliver fair, balanced and customer-focused outcomes across complex insurance complaints.
As a Senior Complaint Handler, you'll manage complex, high-risk and escalated complaints from investigation through to resolution.
You'll use your technical expertise and regulatory knowledge to make fair, evidence-based decisions while ensuring every customer receives the consideration, empathy and support they deserve.
Alongside your own caseload, you'll act as a technical mentor within the team, providing guidance, sharing best practice and contributing to continuous improvement initiatives that enhance the customer experience and reduce future complaints.
Your insight and expertise will help shape how we deliver better outcomes for both customers and the business.

Manage a portfolio of complex, sensitive and high-profile complaints across a range of insurance products and services.
Conduct detailed investigations using policy documentation, claim files, call recordings, correspondence and supporting evidence.
Identify all complaint elements and assess evidence objectively to establish fair and reasonable outcomes.
Draft clear, well-reasoned and customer-friendly complaint responses.
Calculate and recommend appropriate compensation, redress and remedial actions where required.
Ensure complaints are resolved within FCA and business timescales.
Represent the business during Financial Ombudsman Service investigations and referrals.

Put customers at the centre of decision making whilst balancing regulatory and commercial considerations.
Assess customer vulnerability, distress, inconvenience and individual circumstances.
Ensure complaints are handled with empathy, professionalism and integrity.
Support the delivery of consistently fair and positive customer outcomes.

Serve as a subject matter expert for complex complaint investigations and regulatory interpretation.
Provide coaching and support to Complaint Handlers on investigation techniques, decision making and complaint writing.
Share knowledge and best practice to improve capability and consistency across the team.
Support quality assurance reviews and calibration exercises.
Assist management teams in developing colleague knowledge and competency.
Ensure Regulatory Excellence
You'll be responsible for applying and interpreting:
FCA Complaint Handling Requirements
DISP Rules
Consumer Duty Principles
Financial Ombudsman Service approaches and expectations
Insurance industry best practice
Vulnerability guidance and customer outcome frameworks
You'll also identify potential conduct, compliance or operational risks and ensure appropriate escalation where required.

Analyse complaint data, trends and emerging themes.
Conduct root cause analysis to identify opportunities for business improvement.
Make recommendations that improve customer experience and reduce repeat complaints.
Support initiatives aimed at reducing complaint volumes and Financial Ombudsman referrals.
Help create a culture where customer feedback drives positive change.

Significant experience handling complaints within insurance, financial services or another regulated environment.
Strong understanding of FCA complaint handling requirements, particularly DISP.
Proven ability to investigate complex complaints and reach evidence-based decisions.
Experience dealing with Financial Ombudsman Service referrals and investigations.
Knowledge of redress principles, customer impact assessments and fair outcome frameworks.
Excellent written communication skills with the ability to produce high-quality complaint responses.
Strong analytical and problem-solving abilities.

My Choices at Davies provides; High Street discounts and Financial wellbeing hub
Life assurance: x4
Refer a Friend
Cycle to Work Scheme
Lease car salary sacrifice
Davies Incentive Plan
Enhanced maternity, paternity and adoption pay
Mental, Physical & Emotional Wellbeing
Wellbeing centre; move, munch, money & mind focus
Discounts with 100's of UK retailers

Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan