Complaints Lead

About this role

You'll report to Heather Craig, Head of Risk & Compliance, and lead a team of two Complaints Handlers spanning both our US and UK operations. Complaints sits inside Quality, Risk & Compliance — for now, that means one function covering both regions under one roof, with a plan to split into dedicated US and UK complaints teams as volume grows. This is a working people-leader role, not a pure oversight seat. You'll set the day-to-day standard for how your team triages and resolves complaints, while also carrying your own caseload of the most complex and escalated cases — motor and property disputes, regulatory escalations, and the investigations that need a steady, experienced hand.

As the team grows and eventually splits by region, expect this role to shift more toward pure people leadership. You'll be a good fit if you're comfortable moving between the granular (one escalated complaint, one claim file) and the systemic (the pattern behind nine of them) — and if you'd rather build the process that prevents the next complaint than just close out the one in front of you. Duties & Responsibilities Team Leadership & Development: Lead a team of two Complaints Handlers spanning US and UK — set the day-to-day standard for how complaints get triaged, worked, and closed, and coach your team on investigation technique and regulatory requirements.

As volumes grow and the team splits into dedicated US and UK functions, you'll help build the leadership bench for what comes next. Complaint Investigation & Resolution: Own the most complex and escalated complaints yourself — motor and property claims disputes, coverage and liability questions, and the handling/timing issues that make up the bulk of what we see. Dig into claim files, policy documents, and correspondence to figure out what actually happened, then deliver a clear, professional resolution to the customer.

Regulatory & Escalation Management: Be the primary point of contact when a complaint escalates to the Financial Ombudsman Service in the UK or a state Department of Insurance in the US. Every escalation carries both enforcement risk and carrier/MGA relationship risk — you're the one making sure it's handled by the book and doesn't become a bigger problem than it needs to be. Root Cause Analysis & Reporting: Look past the individual complaint to the pattern underneath it — repeat filers, timing gaps between settlement and payment, systems issues that miscategorize claims — and turn what you find into findings claims leaders and the Risk Council can actually act on.