Complex Complaints Leader

Job Title:

Complex Complaints Leader

Location:

Leicester(Hybrid), 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.

We are looking for an experienced complaints leader to join us in our Leicester or Bexhill offices. Our team has a focus on executive complaints, litigation, and Financial Ombudsman Service (FOS) file requests, and you’ll be leading the team that handles these cases. As a Complex Complaints Leader, you’ll lead and develop a team of Complaint Resolution Specialists, ensuring customer complaints are handled fairly, efficiently and in line with company policies and regulatory requirements.

A critical part of the role is building trusted relationships with stakeholders, including Executive Committee members, and providing clear, credible and timely updates on complex complaints, emerging issues and customer outcomes. With customer outcomes at the heart of every decision, you’ll manage complaint volumes, quality and service standards, and use insight from complaints, MI and customer feedback to identify risks, improve processes and support strong Consumer Duty outcomes.

• Oversee the day‑day running of the complex complaints function, ensuring workloads, resource and service standards are managed effectively, taking ownership where necessary and keeping senior leaders informed.
• Build trusted relationships at all levels through excellent stakeholder management.
• Provide clear, credible and timely advice, confidently challenge where appropriate, and maintain visibility of complex complaints, emerging issues, customer outcomes and regulatory or reputational risks.
• Lead, coach and develop a team of Complaint Resolution Specialists, supporting team members through regular1:1s,feedback, performanceconversationsand personal development.
• Create a culture where every case matters, is managed diligently from end to end, and colleagues are held accountable for consistently meeting this standard.
• Identify skills gaps and implement targeted development plans.
• Support colleagues through organisational change and business growth.
• Manage attendance,wellbeingand engagement issues in line with company policies.
• Recognise and reward excellent performance Ensure complaints are handled fairly, consistently, and in line with internal procedures, FCA regulations, DISP rules, FOSguidelinesand Consumer Duty principles.
• Act as a key escalation point providing guidance and support to the wider team.

• Proven experience in complaint handling in a regulated environment(Insurance experiencehighlydesirable) with adetailed understanding of complaint investigation,FCA complainthandling requirements and resolution processes.
• Previous leadership or coaching experience, with the confidence to support performance, capability,wellbeingand…