Complaints Team Leader Claims

About this role

This role offers an opportunity to lead a claims complaints team at a motor insurance firm, where you'll manage case handlers while maintaining hands-on involvement in complex investigations. You'll oversee daily operations including workload distribution and performance monitoring, ensure all complaints meet regulatory standards under DISP and Consumer Duty requirements, and sign off final responses to customers. Working closely with the Complaints Manager and wider support functions, you'll drive quality improvements and consistency across the complaints function while escalating sensitive cases appropriately. The ideal candidate brings experience handling motor insurance claims or complaints in an FCA-regulated environment, with solid knowledge of complaint handling regulations and either proven team leadership experience or clear readiness for a first-line leadership role. A willingness to embrace AI tools daily is essential, as you'll integrate them into your workflow from day one. Relevant financial services qualifications and familiarity with case management systems are desirable. The hiring team offers competitive pay, performance bonuses, share options, private medical cover, and flexible benefits supporting both wellbeing and professional development.