Senior Lead - Complaint Outcomes

Job Title:

Senior Lead – Complaint Outcomes

Location:

Leicester or Bexhill (hybrid)

Welcome to Hastings Direct We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4

Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

As our Senior Lead for Complaint outcomes, you’ll lead complaint oversight across areas of the business where complaint ownership sits outside of the central Complaints function. This role is critical in ensuring customers receive fair, consistent and high-quality complaint outcomes, regardless of where their complaint is managed. You’ll provide robust oversight and governance of complaint closures completed by operational teams and third-party suppliers, ensuring outcomes meet our highest standards, regulatory requirements and customer expectations.

You’ll also be accountable for creating visibility of complaint quality, identifying emerging risks, challenging poor outcomes and driving sustainable root cause improvements across Retail Operations, Claims Operations and our strategic suppliers.

• Complaints Oversight and Governance – leading the oversight framework for complaints resolved outside the central function, providing independent review and assurance of complaint closures, ensuring complaint decisions, customer outcomes and redress are fair, consistent and aligned to FCA and Consumer Dity expectations, creating and maintaining robust quality assurance and governance processes across all complaint closure activities and identifying and escalating conduct, customer outcome or regulatory risks
• Supplier Complaint Oversight – providing oversight of complaints resolved directly by key suppliers including repair networks, vehicle replacement providers and any other customer-facing partners, ensuring our strategic partners are delivering complaint outcomes consistent with our high standards, challenging supplier decisions where they don’t meet these, implementing oversight mechanisms to monitor complaint quality, consistency, timeliness and customer outcomes, establishing regular performance and governance reviews with suppliers and ensuring complaint learning and trends are embedded within the supplier process
• Quality and Customer Outcomes – owning the quality framework for complaints resolved outside the central Complaints function, developing and embedding quality standards, calibration processes and outcomes reviews, delivering regular thematic reviews to identify inconsistencies and areas for improvement, working closely with operational leaders to improve complaint decision-making capability and driving consistency of complaint handling and customer outcomes across multiple areas of the business
• Root Cause and Continuous Improvement – leading complaint root cause analysis across operational teams and suppliers, identifying recurring drivers of complaints, poor customer journeys and process failures, influencing operational and supplier leaders to take ownership, ensuring complaint insights translate into measurable reductions and driving improvements across key customer journeys
• Influence and Stakeholder Management – building strong relationships with senior leaders across various business areas, acting as the recognised expert on complaint quality and customer outcomes, providing robust challenge where customer outcomes fall below…