Complaints Analyst

The Complaints Analyst will oversee the offshore UK and International complaints processes; act as the subject matter expert on all complaints issues; work with all TPAs, Coverholders and internal claims and underwriting staff to ensure full adherence to our complaint handling responsibilities; identify and address any issues where our claims handling or policy wordings do not meet our overarching commitment to treat customers fairly; act as our main contact point with the Lloyd's complaints team.,

• Act as the key focal point for all Complaint queries from internal and external stakeholders


• Work with all stakeholders to ensure all Complaints handling processes are understood and embedded within their businesses


• Provide effective oversight and monitoring of complaints reporting deadlines


• Take all reasonable and proportionate steps to ensure we meet all Lloyd's Complaints targets


• Ensure our Complaints Policy and processes are up to date and fit for purpose


• Where appropriate undertake Complaints audits and/or provide Complaints training for external stakeholders


• Register and handle all complaints received directly by Canopius


• Review and investigate complaints and challenge claims and underwriting decisions where appropriate


• Review all Lloyd's stage 2 cases proactively and liaise directly with the Complaints Team at Lloyd's


• Undertake regular RCA Complaint reviews and produce feedback reports for all stakeholders


• Ensure Canopius and all relevant external stakeholders are maintaining a consistent approach to redress


• Deliver training to external stakeholders where required to ensure compliance with the complaints process


• Make evidence-based, accountable decisions and liaise closely with the complaints team at Lloyd's


• Maintain excellent communication with team members, the complaints management team and stakeholders.
  
  Ability to remain calm and objective under pressure and handle difficult complaints with tact and diplomacy.


• Proven negotiation and influencing skills.


• Confident, self-starter, capable of showing initiative and can demonstrate achievement.


• Excellent communicator, able to convey the message appropriately and ensure it is understood by the audience (at all levels, including regulators where appropriate and the Lloyd's complaints team.)


• Ability to interpret policy wordings and insurance terminology across a variety of insurance products.


• Understanding of and experience in complaints handling and the Lloyd's complaints processes and procedures is a must.


• Empathy - to stay mindful of what it feels like for all involved in a complaint case.


• The ability to build strong working relationships, both internally and with a range of external stakeholders


• Strong organisation skills; ability to work under pressure, manage and prioritise key tasks and focus on delivering them within agreed deadlines.


• High level of accuracy and attention to detail.


• Experience of working the London Market complaints is essential.
  
  Canopius is a global specialty lines (re)insurer. We are one of the leading insurers in the Lloyd's of London insurance market with offices in the UK, US, Singapore, Australia and Bermuda.


At Canopius we foster a distinctive, positive culture which enables us to bring our whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results.

Based in incredible new offices in the heart of the City of London, Canopius operates a flexible, hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued and respected.

We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non-contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.