Complaints Handler Insurance
Complaints Handler Insurance
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Job Description
Primary Details
Time Type: Full timeWorker Type: EmployeeComplaints Handler (Insurance)
Leeds or Chelmsford with hybrid working
Due to continuous growth we are currently looking for a Complaints Handler to join our team in Leeds/Chelmsford.
In this role you will manage Core Complex and Reinsurance Company and Lloyds complaints and other associated activities. An integral part of Claims Governance within Claims Performance youll support regulatory compliance and help to protect QBEs reputation.
If you have previous experience of complaints handling within insurance (Commercial or Retail) wed love to hear from you!
Your new role
- Investigate and resolve complaints at all levels of complexity in accordance with the requirements of the Financial Services Authority (FCA) Lloyds the National Bank of Belgium (NBB) and QBEs internal Policies and Processes and ensure fair and prompt customer outcomes
- Contribute to and oversee the management of the central complaints mailboxes actioning and disseminating emails
- Maintain up to date knowledge of the stance taken by the Financial Ombudsman Service (FOS) on applicable complaint types and support compliance with Lloyds requirements through participation in the Lloyds Market Dex Forum.
- Lead audits of complaints handling performed by Delegated Claims Administrators (DCAs) with complaints handling authority from QBE.
- Manage the effective allocation of new complaints maintain weekly team statistics and produce management information analysis and reports for the Complaints Performance Group (CPG) and other governance forums
- Manage the importing of complaints managed by Delegated Claims Administrators into CareSmart and support User Acceptance Testing (UAT) for CareSmart upgrades
- Work proactively and collaboratively with claims handlers and the Claims Procurement and Outsourcing Team providing support and guidance where required to drive the effective management and resolution of complaints.
- Identify and support the resolution of risks issues and ineffective processes supporting Operational Resilience reviews of complaints as an Important Business Service (IBS) providing guidance and training to team members Claims staff and DCAs
- Work with key stakeholders to resolve risks and issues in particular other members of the Governance Technical and Service Excellence teams.
About you
- Previous experience of complaints handling within insurance
- Strong investigative organisational and time management skills able to manage multiple and time critical deadline
- Strong influencing and relationship management skills with sound judgement working with staff at all levels
- Skilled in the production of Management Information analysis report writing and presenting reports to internal governance forums.
- Strong IT skills proficient in Microsoft Word Excel PowerPoint Outlook CareSmart and SharePoint.
- Comprehensive knowledge of processes requirements and expectations of the Financial Ombudsman Service and Lloyds would be advantageous.
Why QBE At My Best
At QBE we want our people to feel rewarded and inspired to perform at their best thats why we have created At My Best. Its our connection our way of showing we have your back. We understand that one size doesnt fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. Its in the culture of our business our QBE DNA to support our people. Everything we do is underpinned by our QBE DNA.
Were an international insurer thats building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict whats around the corner but at QBE were asking the right questions to enable a more resilient future helping those around us build strength and embrace change to their advantage.
QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job we have adopted flexible working across the company and welcome this conversation more than more than 13000 people working across 27 countries were big enough to make a real impact but small enough to provide a friendly workplace where people are downtoearth passionate and kind.
To find out more about why you should work for QBE visit our careers website.
At My Best QBE Benefits
You are more than your work and QBE is more than a workplace which is why we provide you with the benefits support and flexibility to help you concentrate on living your best life personally and professionally. FOR UK ONLY: As well as the benefits below we also offer an extensive choice of other options to suit you!
- 30 days holiday a year with the option to buy up to 2 additional days.
- Flexible working balancing work and life is important so our flexible working opportunities are open to all this can include parttime job share and compressed hours.
- Pension you are automatically enrolled into the QBE pension plan which entitles you to receive employer contributions of 10 of your basic salary.
- Private medical insurance we fund fully comprehensive private medical cover for you and all the family.
- Family friendly policies we offer 26 weeks leave at full pay regardless of gender identity sexual orientation or how you become a parent.
- Short term remote work abroad you can request up to 20 days per year to work remotely from certain locations abroad.
- Sustainable investing we believe sustainable integration is important for long term financial environmental and social outcomes. Our pension strategy supports our netzero goal to achieve yearonyear reductions in carbon footprint by investing more in green businesses than the broader market so your savings are looking after the planets future as well as your own.
- CycletoWork benefit from regular exercise whilst making your commute greener and cheaper select and bike and/or accessories up to the value of 5000.
To find out more visit our Reward Page
QBE Awards
Some of the awards QBE are proud to have won been a finalist for and shortlisted for include;
AXCO Global Insurance Awards 2024 Winner: Network Management of the Year
Insurance Business UK 5Star Cyber Awards 2024: QBE rated as a 5Star Cyber Insurer
UK IT Industry Awards 2023 Winner: Green Technology Innovation of the Year
Working Dads Employer Awards 2023 Winner: Parental Policies Award
Insurance Post British Insurance Awards 2023: QBE rated as a 5Star Employee
You can view all our awards here
Inclusion of Diversity
We are striving to create a workplace culture where all our people feel included and we are committed to building a diverse workforce that is reflective of the communities we operate in. We are proud to have partnerships with organisations such as Stonewall and Working Families and our commitment to the Women in Finance Charter the UN Womens Empowerment Principles and Race at Work charter helps keep us accountable and transparent. For more information on our strategy targets please take a look at our Careers Page
Accessibility
Here at QBE we are promoting an accessible workplace for all which includes supporting candidates to perform at their best during their recruitment process. If you require any accommodations please make your Talent Acquisition contact aware.
ESG & Sustainability
At QBE we believe that integrating sustainability into our business helps us deliver on our purpose of enabling a more resilient future. Our three key focus areas include fostering an orderly and inclusive transition to a netzero economy enabling a sustainable and resilient workforce and partnering for growth through innovative sustainable and impactful solutions. For further information regarding QBEs sustainability targets including our netzero pledges and inclusion of diversity targets and our awardwinning impact investment initiative Premiums4Good please visit our Sustainability homepage and read our latest Sustainability Report
What nextIf you have a passion to contribute to QBEs vision of enabling a more resilient future for our customers and the community we encourage you to apply! Simply click the apply button to submit your CV and other relevant documents and a member of our friendly Talent Acquisition team will be in contact to discuss your interest further if you meet the requirements of the role.
We believe this is our moment what if it was yours too
APPLY NOW and lets make it happen!
Skills:
Analytical Thinking Business Process Improvements Claims Settlement Critical Thinking Customer Service Insurance Analysis Insurance Claims Management Insurance Policies Intentional collaboration Managing performance Negotiation Problem Solving Risk Management Sound Judgment Stakeholder ManagementHow to Apply:
To submit your application click Apply and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
Employment Type
Full-Time
