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Senior Complaints Operations Leader
Hastings DirectSenior complaints leader overseeing fair customer outcomes and regulatory performance for Hastings Direct, a UK digital insurance provider. Driving claims and retail insurance improvements, transformation, and operational excellence.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive operational leadership in complaints and customer operations, with a strong focus on driving continuous improvement and delivering fair customer outcomes while adhering to regulatory requirements. Proven ability to manage senior operational leaders and utilize data insights for decision-making in a Retail Insurance context.
Highest-signal resume keywords
Operational Leadership ExperienceFCA Complaint-Handling RequirementsChange ManagementData-Driven Decision-MakingCustomer Journey Understanding
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Complaint ResolutionOperational Performance ManagementKPI OwnershipRoot Cause AnalysisContinuous Improvement ProgrammesAutomation InitiativesTransformation LeadershipClaims KnowledgeResource PlanningGovernance and Controls
Soft Skills
Coaching CapabilityInfluencing SkillsPartnership BuildingCommunication SkillsLeadership Development
Industry Keywords
Retail InsuranceCustomer OperationsClaims OperationsConsumer DutyRegulatory Engagement
About the role
Key responsibilities & impact- Lead a large-scale complaints operation across Retail Insurance and Claims.
- Deliver fair customer outcomes and meet regulatory requirements.
- Drive operational performance and create a culture of continuous improvement.
- Shape complaint strategies and influence broader business improvements.
- Work with Claims, Customer Operations, Risk, Compliance, and Learning & Development to reduce complaint demand and improve customer experience.
- Lead and develop Operational Leaders responsible for complaint-handling operations.
- Ensure effective resource planning and operational capacity management.
- Deliver complaint volume, productivity, quality, and customer outcome targets.
- Drive improvements in complaint resolution, reduce complaint cycle times, and increase first-touch resolution.
- Maintain governance and controls and act as escalation point for complex, high-risk, and high-profile complaints.
- Provide senior operational leadership across Retail Insurance and Claims complaints.
- Identify root causes and partner with Claims and Operational teams to address recurring customer pain points.
- Own operational KPIs, present performance insights and recommendations to senior stakeholders and executive audiences.
- Lead automation, digitisation, simplification, transformation, and new complaint-handling capability initiatives.
- Build partnerships, represent complaints in governance forums and strategic initiatives, and support executive reporting and regulatory engagement.
Requirements
What you’ll need- Significant operational leadership experience within complaints, customer operations, claims operations, or conduct-focused environments
- Strong understanding of customer journeys
- Proven experience managing senior operational leaders with large spans of control
- Experience leading operational teams through multiple management layers
- Exceptional coaching capability
- Strong understanding of FCA complaint-handling requirements and Consumer Duty
- Track record of leading change, transformation, and continuous improvement programmes
- Experience using MI, data, and insight to drive decision-making
- Strong understanding of Retail Insurance products
- Claims knowledge across one or more insurance lines
- Must be able to work in Leicester or Bexhill under a hybrid working arrangement
- Sponsorship is not offered for this role
- Subject to thorough referencing, including credit and criminal record checks
Benefits
Comp & perks- £5k car allowance
- Flexible hybrid working approach
- Competitive bonus scheme; all colleagues are eligible for the annual 4Cs performance bonus
- Private medical insurance
- Life assurance cover worth 4x salary
- Income protection at no extra cost
- Matched pension contributions up to 10%
- Discounts and cashback
- Free independent mortgage advice
- Free access to financial wellbeing support
- Thrive mental health app
- Colleague assistance programme available 24/7
- In-house mental health first aiders
- Support groups
- Dedicated mental wellbeing support team
- 27 days annual leave plus bank holidays
- Option to buy or sell one week of annual leave
- Health care cashback plans
- Dental plans
- Discounted health assessments
- Cycle to work scheme
- Tech schemes
- Discounted and free onsite facilities
- Social events throughout the year
- Support, training and development