Complaints Manager

Complaints ManagerOur client is a chartered Loss Adjusters servicing the Property Latent Defects Insurance market across the UK. Established in 2013, with offices in Shrewsbury, Cheltenham and London, they are entering an exciting period of growth to meet the needs of their expanding client base.They are seeking a proactive and experienced Complaints Manager to lead their complaint''s function, managing a team of three Complaints Handlers. You will oversee complex insurance complaints, multi-departmental issues, and contentious cases, ensuring resolution at the earliest opportunity while embedding a culture of continuous improvement across the business.Key ResponsibilitiesLeadership and Team Management:Lead, mentor, and develop a team of three Complaints Handlers, ensuring high performance and professional growth.Allocate workloads effectively, monitor progress, and provide guidance on complex or contentious complaints.Foster a collaborative, supportive, and compliant team culture.Complaints Oversight and Resolution:Oversee the handling of complex, and contentious complaints, ensuring timely and robust resolution.Provide expert advice on complaints regulations and handling, ensuring compliance with evolving industry standards.Scrutinise complaints for potential reputational risks and escalate to Directors when necessary.Policy and Compliance:Ensure the complaints policy is developed, reviewed, and maintained in line with DISP, ICOBS and Customer Duty requirements.Oversee ..... full job details .....