Contract - Complaints Officer

-Day rate contract

Length minimum 3 months, likely to be extended beyond this

C.£375 outside IR35

Senior Complaints Analyst working with a top performing insurance group operating within the Lloyd’s market. You will manage escalated complaints, liaise with the FOS and Lloyd’s, support the Product Oversight Group, and prepare Conduct MI for governance committees. The role also involves monitoring Coverholder complaints and conducting root cause analysis to improve customer outcomes.

Key Responsibilities

• Manage high-risk consumer complaints, including FOS referrals, in line with FCA and Lloyd’s requirements.
• Produce quarterly Conduct Risk MI for governance committees and the Board.
• Monitor regulatory developments and communicate relevant changes to stakeholders.
• Support conduct risk projects, regulatory deadlines and underwriting queries.
• Coordinate Product Oversight Group meetings, papers and minutes.
• Monitor Coverholders, standardise oversight and conduct root cause analysis.
• Maintain exception reporting, identify control breaches and support remediation.
• Provide general compliance support and undertake ad hoc projects as required.

Key Skills and Experience

• Experience handling complaints within the FOS, Lloyd’s or a Lloyd’s Managing Agent.
• Strong conduct risk awareness and a commitment to delivering fair customer outcomes.

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