Complaints Manager

Job description

🚕 Are you keen to work somewhere that’s stimulating and friendly and plenty of freedom to make a real impact? This could be the place for you!

We are looking for a Complaints Manager to join us at INSHUR! We’re based in sunny Brighton ☀️ (sea 🌊, chips 🍟, and seagulls 🕊️ included), and our company embraces a hybrid working model, allowing you to thrive in both collaborative office settings and the comfort of your own home 🏠. You’ll have the opportunity to work remotely while also connecting with your colleagues at our Brighton office once a week as needed, fostering a dynamic and supportive environment.

Supported by (and reporting to) the Head of Compliance, you’ll be joining a friendly legal and compliance team who believe that a strong culture of compliance goes beyond adhering to rules and regulations and must be integrated with everything we do. How we conduct ourselves is as critical to Inshur’s success as making the best products available to our customers.

We value high performance and care deeply about making INSHUR a place where everyone is building something special, that we can all be proud of, while enjoying the ride.

What you’ll do

As a Complaints Manager, you will oversee processes and systems to ensure the efficient and effective resolution of customer complaints, addressing concerns promptly and maintaining compliance with regulatory standards. You will also champion the delivery of a first-class customer experience by guiding internal teams to ensure operations support an exceptional customer journey.

This role focuses on complaints operations, ensuring compliance, and driving improvements to reduce complaints. You will collaborate across all levels of the organisation, providing expert handling, guidance, and oversight to ensure the fair treatment of customers, including:

Complaints Operations & Policy

• Build and execute a clear complaints strategy aligned with growth goals.
• Support complaints and disputes using industry best practices.
• Investigate complaints, ensuring dispute resolution (DISP)/regulatory compliance and expert resolution for complex cases.
• Identify root causes to recommend actionable improvements and reduce complaints.
• Perform risk-based Quality Assurance and oversee training to maintain complaint-handling competence.
• Ensure FCA reporting requirements are met with accurate and timely submissions.

Customer Experience

• Advocate for customer-centric improvements to enhance outcomes.
• Provide insights into customer needs, mapping journeys to identify key improvement areas.
• Support initiatives to boost satisfaction metrics like NPS and CSAT.

General Responsibilities

• Continuously review and refine processes to drive efficiency and improve complaints oversight.
• Embed a culture of accountability and learning to mitigate recurring issues.
• Report on complaints trends and recommend improvements to leadership.
• Coach and develop stakeholders, ensuring alignment with complaint-handling standards.
• Contribute insights to projects and initiatives to support good customer outcomes.

The position provides challenging and rewarding opportunities to support a variety of business partners and to be involved in various aspects of the business.

We’d love to hear from you if you have

…these essentials to thrive in the role;

• Relevant experience: Proven ability to work independently in a complaints role within an FCA-regulated business, building processess and workflows that hande personal or commercial lines insurance products such as Motor, Breakdown, Medical, or Business insurance.
• Deep working knowledge: of all insurance-related areas and claims operations.
• Detailed understanding: of Dispute Resolution (DISP) and other regulatory rules e.g. Data Protection/Vulnerable customers and experience of working closely with external regulators, ideally including the Financial Ombudsman Service.
• Collaborative: Excellent communication skills, with the ability to empathetically and professionally deal with customers who have had a reason to complain
• Support performence: coaching customer service and claims teams to improve performance against KPIs.

… these additional skills that could set you apart

• Experience of corporate risk and compliance requirements: in a business scenario with particular reference to insurance start-ups and or digital verticals or Knowledge of and interest in the insurtech environment
• A continual learner: you want to know all there is about the industry, customers, other teams, and marketing best practices
• Succinct and engaging: able to translate technical concepts into easy-to-understand language, or the ability to identify and recommend solutions to improve processes and operational practice.
• Adapts: well to constant change and is able to see the bigger picture, yet understand the details.

You’ll love it here if you:

💡 Thrive navigating ambiguity and finding clarity in uncertain situations.

👏 Take pride in being accountable and owning your responsibilities.

🚀 Enjoy in a fast-paced environment where change happens quickly.

🔧 Are solutions-focused and driven to overcome challenges.

💪 Embrace resilience and adapt to setbacks with a positive attitude.

🧠 Are intellectually curious, constantly seeking to learn, explore new ideas, and not afraid to question and improve your understanding.

You may not enjoy working here if:

⏳ Prefer a more structured, slow-moving environment.

📝 Feel most comfortable when tasks and processes are clearly defined from the start.

🤔 Struggle with handling multiple challenges at once or adapting to frequent changes.

🚫 Tend to stick strictly to your defined role and avoid contributing outside of your responsibilities.

What to expect from the process:

Screen & Intro: 30-minute video call with the Talent Team to discuss the role and your experience.

First Interview: 60-minute video call with the Head of Compliance & one other relevant senior employees to delve into the role, including technical questions and an opportunity for you to ask questions.

Case Study: A brief take-home task followed by a 45-60 minute in-person interview with the Head of Compliance, Director of Insurance UK, and People Partner to review the case study and assess team fit.

What we offer

Our budget for this role is flexible and we will take into account any previous experience and location of work when agreeing on the final offer.

We offer all our employees stock options and we will pay into your pension monthly. We’ve also built a benefits package that invests in our people’s long-term personal and professional growth and wellbeing. Here’s a sample of what this includes:

🌴 30 days of holiday annually, plus bank holidays

🏥 Private healthcare for you and your family, including pre-existing conditions

💼 Life insurance at 3x your salary

👶 13 weeks parental leave at full pay for new parents

👶🏽 Workplace nursery scheme with Gogeta, allowing you to pay fees pre-tax

🚲 Ride to work scheme

💰 Workplace pension scheme to help you save for retirement

⏰ Flexible working hours to suit your lifestyle

📚 £500 annual personal training allowance plus regular learning opportunities on a variety of topics

💪 £40 monthly wellbeing allowance to keep you healthy

📞 ²⁴⁄₇ Employee Assistance Program, covering you and immediate family members—offering crisis support, counselling, legal advice, menopause CBT, and more

💆 Office massages to keep those shoulders relaxed

It goes without saying that we provide everyone with a laptop, monitor and top of the range kit.

About Us

🚕 INSHUR is on a mission to be the leader in insurance solutions for the on-demand economy, making coverage fair and accessible for drivers.

💡Cutting edge technology & deep insurance know-how underpins our revolutionary offering for on-demand drivers, keeping premiums affordable and delivering results for partners. With a focus on embedded insurance solutions, and complementary technology integrations for digital platform providers such as Uber and  Amazon, we’ve been helping drivers stay on the road since 2016 through our data, technology and in-house insurance expertise.

🚀 Backed by some of the most forward thinking VC’s including Viola Growth, JVP, Munich Re, Viola Fintech, MTech Capital, Antler, and MS&AD, we have secured over $70 million in funding as well as the acquisition of US MGA & Broker American Business Insurance in 2023. We have exciting plans to continue growing our portfolio and product lines and expand to new territories in the future.

🌍 As a global team of around 250 people based across the US, UK, and the Netherlands, we value:

🤝 Generosity, inclusivity, open-mindedness, and diversity

🏆 Delivering great results and learning in the open

🎯 Freedom to make long-term, high-impact decisions

💙 The wellbeing of our teammates and the people around us

And… Enjoying the ride!

Equal opportunities

🌈 At INSHUR, we believe that having a diverse team where everyone can bring their authentic selves to work is key to our success. We’re passionate about creating equal opportunities and making the tech industry a better place for all and we don’t discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age.

🌍 As of July 2024, our team consists of 43% women, 26% from BAME or BIPOC backgrounds, and 13% LGBTQ+ 🌈. We proudly represent 30+ nationalities and span multiple generations, including Baby Boomers, Gen X, Millennials, and Gen Z. We’re proud to have been recognised for Diversity and Inclusion by the British Insurance Awards 🏆.

🏢 We recognise that early-stage companies often hire people similar to the existing team—something we’ve worked hard to overcome. We follow a structured hiring process and ensure our interview teams are trained to foster inclusivity and equity.

👨‍👩‍👧 Our Brighton office is child-friendly, dog-friendly, and fully wheelchair-accessible.

⏰ While this position is advertised as full-time, we’re flexible on specific arrangements and happy to discuss options like part-time, job-sharing, or other flexible work setups for the right candidate.

🛠️ If you need any adjustments during the interview process, please let us know, and we’ll do our best to accommodate your needs.