Complaints Coordinator - FTC

18 Jun 2019
18 Jul 2019
Rhys Cousins
Job Function
Claims, Claims Adviser
Contract Type
Complaints Co Ordinator - Lloyd's Syndicate. 

HFG have partnered with a leading Lloyd's Syndicate to assist with their search for a Claims Complaints Co Ordinator. 

Main Responsibilities: 
  • Act as a focal point for all complaint queries from our offshore team  
  • Where required capture and track all international complaints ensuring adherence to all requirements 
  • Work with all internal and external stakeholders to ensure all complaints handling processes are understood and embedded within their businesses
  • Provide effective oversight and monitoring of complaints reporting deadlines
  • Report on our monthly Complaints KPIs/KRIs
  • Take all reasonable and proportionate steps to ensure we meet all Lloyd’s Complaints targets
  • Ensure our Complaints Policy and processes are up to date and fit for purpose 
  • Where appropriate undertake Complaints audits and/or provide Complaints training for external stakeholders
  • Where required handle or provide guidance on any Complaints handled directly
  • Assist in the development and roll out of  robust complaints attestation process
  • Build and maintain our Complaints CNet page ensuring such is up to date and fit for purpose
  • Undertake regular RCA Complaint reviews specifically concerning policy terms and conditions
  • Ensure all relevant external stakeholders are maintaining a consistent approach to redress
  • Provide adhoc assistance and support to the Claims Operations team

Skills and Experience:
  • Claims handling experience beneficial
  • Ability to produce and update complaints handling policies and guidance  
  • Excellent communication/presentation skills (to be tested during interview process)
  • Hands on experience and knowledge of Lloyd’s complaints process essential 
  • Understanding of the Delegated Claims environment preferable
  • Ability to work to and meet deadlines

If you feel you meet the above criteria, please apply now.

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