Senior Complaints Executive

Senior Complaints Executive

Department: Northelm
- Managed Legal Services
- Claims & Regulatory Investigations
- Claims & Regulatory Investigations - 6002

Employment Type: Permanent
- Full Time

Location: Flexible

Reporting To: Kieran Pearson

• Support a growing service line- Play a pivotal role in building and delivering a high-quality complaints and investigations function, supporting internal brands.
• Influence business improvement- Work closely with senior leaders, regulators, insurers and operational teams to identify trends, drive service improvements and strengthen risk management across the Ampa Group.
• Develop your career. As the service grows, you'll have the opportunity to broaden your responsibilities and help shape a developing area of the business.

We're looking for a Senior Complaints Executive to join Ampa and support the development and delivery of our complaints handling and investigations function.

Reporting to the Legal Director responsible for claims and complaints, you'll oversee complaints and investigations from inception through to resolution.

This is a unique opportunity to help shape a growing service line, working with senior stakeholders across legal and non-legal businesses, regulators, insurers and the Legal Ombudsman. You'll play a key role in identifying trends, improving processes, supporting regulatory compliance and helping colleagues navigate challenging situations.

We're looking for someone who combines excellent judgement, strong stakeholder management skills and a practical, solutions-focused approach. The role would suit a qualified solicitor or an individual with equivalent experience in complaints handling, investigations, risk, regulatory compliance or professional services.

• Support and develop Ampa's complaints and investigations function, focusing on supporting internal clients
• Manage complaints and investigations from initial receipt through to resolution
• Draft high-quality responses to complex complaints and investigations
• Conduct and coordinate root cause analyses to identify opportunities for improvement
• Build strong relationships with senior stakeholders across the Ampa Group
• Liaise with regulators, insurers and the Legal Ombudsman where required
• Identify matters that may require insurer notification or regulatory escalation
• Maintain complaints data and produce meaningful management information, reporting and trend analysis
• Drive continuous improvement through insight, training and process enhancements
• Develop and maintain complaints handling procedures, precedents and best practice guidance
• Support quality assurance, accreditation processes and external audits
• Deliver training and coaching to colleagues on complaint prevention, client care and regulatory requirements
• Contribute to business development activities, client relationship management and service growth initiatives
• Present findings, trends and recommendations to senior leadership teams and insurers
• Collaborate with colleagues across risk, claims, legal, compliance, marketing and business development functions

• Experience managing complaints, investigations, risk or regulatory matters within a professional services environment
• Strong knowledge of complaints handling, investigations and regulatory compliance, with experience working alongside insurers, regulators or ombudsman schemes desirable
• Excellent judgement and the ability to manage sensitive, complex issues with professionalism, empathy and commercial awareness
• Strong communication and stakeholder management skills, with confidence influencing senior leaders and producing high-quality written responses
• Analytical thinking, using data and insight to identify trends, manage risk and drive…