Household Technical Complaints Lead

A rare and exciting opportunity has arisen in our Household Claims Department for a Technical Complaints Lead!

The Technical Complaints Lead is responsible for ensuring the quality of complaint outcomes through effective referral support for complaint handlers. You will also support technical decision making on complaints, our handling philosophy and development of our complaints handlers to ensure fair outcomes for Household Claims Customers.

The Household Claims Complaints teams are still maturing as a result of rapid growth and limited household claims experience. The Technical Lead will work closely with the Training Manager to shape content to ensure staff are developed appropriately.

Working alongside the Operational Complaints Lead (responsible for day to day people management and operational efficiency and DISP guidelines), you will promote excellent complaint handling standards in line with FCA guidelines and ensure all customers receive fair outcomes whether their complaint is managed by Admiral or our Suppliers.

You will also be a key SME in our Supplier Complaints Handling Project, as Admiral looks to transfer complaint handling responsibility (where appropriate) to our Suppliers. As the Project develops, we foresee a need create an audit framework to ensure the quality of final decisions issued by Suppliers. We anticipate the Technical Complaints Lead playing a key role in this.  

The successful candidate will work also closely with technical claims handling areas to ensure their own ongoing knowledge of admiral handling philosophy is maintained. For example, In house Surveyors, Large Loss handlers and Supply Audit teams.

Main Duties

• Supporting the Claims Quality teams in taking technical referrals on complaints.
• Completing Quality Assurance reviews on finalised complaints to ensure fair outcomes and to identify training needs
• Directly oversee Complex/High value complaints
• Liaise with the Training team to define an annual curriculum and adhoc sessions to meet emerging trends as necessary.   
• Provide insight and feedback on the root cause of complaints to both Claims Operations and Supply Management to reduce complaints.
• Supplier Complaint Handling Project SME
• To work collaboratively with the Operational Complaints Lead in making decisions on all matters affecting performance of the HH Claims Complaints Dept
• Understand and ensure continuous improvement of Admiral’s Complaint handling approach.
• Develop and maintain good relations with the Financial Ombudsman, FCA and other external regulatory bodies as necessary
• To work collaboratively with the Customer Insight Team to enable root cause analysis.

Skills and Experience

• Technical Household Claims handling experience
• Excellent Senior stakeholder management and cross-functional communication skills
• Positive communicator, both verbal and written
• Motivational approach leading to strong performance and development of staff
• Enthusiastic and driven by results
• Excellent attention to detail
• Ability to multitask
• Strong organisational skills
• Excellent time management skills in order to meet deadlines
• Thrives in a culture where change is normal
• Confident Decision Maker