Head of Complaints

Role Description

As Head of Complaints, you will provide strategic leadership across the Customer Function within Allianz Personal, ensuring complaints are managed fairly, consistently and in line with regulatory expectations. You will play a key role in improving customer outcomes, influencing business change through complaint insight, and leading a high-performing team in a complex regulated environment.

This role can be based in either of our London, Leeds or Bournemouth offices, please note that this is a hybrid working role with the expectation that attend the office 40% of your time

Salary Information

Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

About You

As Head of Complaints, you will

- Lead and inspire the Complaints Function, setting clear standards for complaint handling and customer outcomes.
- Develop strategy, governance and operational direction for complaints management across Allianz Personal.
- Build capability, resilience and decision-making expertise within teams handling complex and sensitive customer issues.
- Oversee complaint performance across quality, timeliness, productivity, customer outcomes and regulatory adherence.
- Manage operational planning, ensuring resources, capability and demand are effectively aligned.
- Take ownership of high-risk, complex and escalated complaint cases, including those involving vulnerable customers.
- Provide senior oversight and decision-making on complaints with conduct, reputational or regulatory implications.
- Lead root cause analysis activity to identify complaint drivers, customer harm and systemic issues.
- Translate complaint trends and customer insight into meaningful actions that improve products, processes and services.
- Collaborate with senior leaders across Claims, Customer Operations, Pricing & Underwriting, Distribution, Legal, Risk and Compliance.
- Represent the Customer function in executive and governance forums, presenting insight, risks, recommendations and business priorities.
- Ensure complaint handling frameworks meet all regulatory and conduct requirements.

Essential Skills

- Excellent knowledge of financial services complaint regulation, including DISP, FOS expectations, Consumer Duty and wider FCA conduct requirements.
- Proven ability to lead customer relations, complaints or operational teams in a regulated environment.
- Experience managing complaint performance, quality frameworks and customer outcome measures.
- Ability to interpret management information, identify emerging trends and provide strategic recommendations.
- Excellent judgement when handling complex, sensitive and high-risk customer cases.
- Experience implementing governance, assurance and control frameworks.
- Excellent stakeholder management skills with the ability to influence and challenge at senior leadership level.
- Excellent communication skills with experience presenting insight, risks and recommendations to executive audiences.
- Experience leading teams, developing capability and driving performance through others.
- Degree level qualification or equivalent professional experience.
- We support the government scheme 'Access to Work'. Please feel free to ask us about the access to work scheme.

Desirable Skills

- Experience within the insurance sector, particularly personal lines insurance.
- Professional qualifications in complaint handling, insurance, customer experience, conduct risk or leadership.
- CII qualification or equivalent insurance industry qualification.
- Experience delivering complaints transformation, remediation programmes or operating model change.
- Experience driving business improvement through customer insight and root cause analysis.
- Knowledge of systemic issue management and customer harm assessment methodologies.
- Experience working within complex matrix organisations.
- Responsible Artificial Intelligence usage.

What We Will Offer You

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

• Flexible buy/sell holiday options

• Hybrid working

• Annual performance related bonus

• Contributory pension scheme

• Development days

• A discount up to 50% on a range of insurance products including car, home and pet

• Retail discounts

• Volunteering days

Our Ways of Working

Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

Inclusive Support & Accessibility

At Allianz, we are committed to fostering building an inclusive, accessible workplace where everyone can thrive. As a Disability Confident employer, we welcome applications from disabled and neurodivergent candidates and offer tailored adjustments throughout the recruitment process and in the workplace, whether that’s assistive technology, ergonomic equipment, flexible working arrangements, mentoring or coaching. We want to encourage candidates to speak with us about any adjustments they may need. We’re here to support you.

If you have a disability or long‑term health condition and meet the essential criteria, you can choose to be considered through our Offer an Interview Scheme.

Contact our Resourcing team to opt into this scheme or for assistance with your application, including larger text, hard copies, or spoken applications.  [email protected]

For any inquiries or to submit your application, please contact:  Conor McCourt

Closing date  October 13 th 2026

We reserve the right to close the advert early if we reach enough applications.

Join us – Let’s Care for Tomorrow.

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