Insurance Complaints Officer

NJR Recruitment are proud to be partnering exclusively with Protector Insurance to recruit a Complaints Officer for their growing Manchester team. Reporting to the Deputy Chief Compliance Officer, you'll manage the full complaints process and Data Subject Access Requests (DSARs), ensuring fair, timely outcomes in line with FCA DISP and GDPR. The role is central to improving processes, identifying root causes, and supporting good customer outcomes.

Responsibilities:

Complaints Handling:

• Managing the end-to-end complaints process in line with FCA DISP requirements.
• Completing root cause analysis to identify trends, systemic issues, and improvement opportunities.
• Providing training and support to staff on effective complaints handling.

Data Subject Access Requests (DSARs):

• Acting as the primary contact for DSARs and responding within statutory timeframes.
• Working with internal teams to collate, review, and redact information accurately and securely.
• Maintaining a full log of DSARs and monitoring related risks and controls.

Reporting & Improvement:

• Preparing monthly and quarterly root cause analysis reports for senior management.
• Supporting the Deputy Chief Compliance Officer with compliance reports on conduct risk, complaint trends, and DSAR activity.
• Championing continual improvement using data-driven insights to reduce risk and support fair customer outcomes.

Requirements:

• Degree in Law, Business, Compliance or equivalent experience.
• Professional qualifications (ICA, CII or similar) are desirable.
• Proven complaints handling or compliance experience within general insurance.
• Experience with commercial property, public sector or housing association property claim complaints is highly desirable.
• Strong knowledge of FCA regulations (DISP, conduct risk, Consumer Duty) and GDPR.
• Excellent organisation, prioritisation, written and verbal communication.
• Strong analytical skills and attention to detail.

Attributes:

• Collaborative, proactive, adaptable, and confident working independently.
• High integrity and commitment to fair customer outcomes.

KPIs:

• Timely, fair and accurate handling of complaints and DSARs.
• Compliance with FCA conduct risk standards and DISP rules.
• Quality and timeliness of monthly and quarterly reporting.

Benefits:

• Competitive base salary plus performance-based bonus.
• Excellent pension.
• Private medical insurance with cashback scheme.
• Hybrid working opportunities after probation.
• 25 days' holiday plus your birthday off.
• Paid wellbeing days.
• Enhanced family-friendly policies.
• Career development support, including professional qualification funding and internal training programmes.
• Employee assistance programme.
• Group life insurance.
• Cycle to work scheme.
• Season ticket loan.
• Perks scheme for discounts on popular brands.

If you have strong complaints handling experience within the commercial insurance space and a focus on delivering fair outcomes, we'd be keen to hear from you.

Ready to take on an exciting and rewarding complaints role?

Reach out now to our specialist team and quote job reference NJR16259 for a confidential conversation.