Complaints & Claims Administrator

To provide administrative and operational support across the Complaints Oversight & Casework (COC) and UK & European Claims functions. The role supports the internal complaints team, contributes to oversight of complaints handled by Managing General Agents (MGAs), particularly cases referred to the Financial Ombudsman Service (FOS), and provides coordinated support to Claims Managers across delegated claims programmes.

The role requires strong organisational and analytical skills, excellent attention to detail, and a keen interest in insurance complaints, claims operations and fair customer outcomes. Priorities and workload will be coordinated between the COC Manager and the Claims function.

Key Responsibilities

1. Complaints Administration and Casework
- Manage the complaints team mailbox and telephone line, triaging enquiries, correspondence and requests and ensuring timely action or escalation.
- Maintain accurate complaint records, case management systems, trackers and supporting documentation.
- Support the administration and progression of complaints referred to FOS, including collating evidence, monitoring requests and tracking deadlines.
- Liaise with internal teams, MGAs and other stakeholders to obtain information and progress cases.
- Ensure case files and communication records are complete, accurate and appropriately maintained.
2. MGA Oversight and Quality Assurance
- Provide general administrative support to MGA complaints oversight and quality assurance activities, including assisting with complaint file reviews as directed.
- Assist with collating information, maintaining records and documenting findings identified by the Complaints team.
- Maintain QA trackers and action logs, following up on outstanding information and agreed actions.
- Escalate missing information, outstanding actions or concerns to the appropriate manager.
3. FOS and Regulatory Support
- Demonstrate a willingness to learn about the role of the Financial Ombudsman Service (FOS), the complaints process and the importance of fair customer outcomes.
- Develop a basic awareness of relevant regulatory requirements, including the FCA Handbook and DISP, through training and guidance.
- Provide administrative support with FOS and regulatory-related activities as required.
4. Claims Administration and Correspondence
- Monitor shared Claims mailboxes, ensuring correspondence and enquiries are directed to the appropriate team members.
- Ensure incoming post and court documents are scanned, recorded and distributed appropriately.
- Answer telephone calls from policyholders and third parties to re-direct their call.
- Monitor claims portals and redirect notifications or correspondence as required.
- Provide general administrative support to the Claims team, including maintaining records, filing documents and updating systems.
5. Claims Governance and Operational Support
- Maintain central trackers for outstanding audit findings and actions, following up with relevant team members for updates.
- Assist with maintaining court summons registers and other claims-related records.
- Support the administration of monthly partner meetings, including recording and distributing minutes and updating action trackers.
- Assist with maintaining claims registers and trackers, including pipeline and watchlist information, as directed by the Claims team.
6. Documentation and General Team Support
- Assist with formatting, editing and maintaining Claims documentation, including the Claims Manual, run-off playbooks and process documents.
- Ensure documents are appropriately filed, organised and kept up to date on SharePoint.
- Provide general administrative support across the Claims function and assist with ad hoc tasks as required.
7. Regulatory and Compliance Responsibilities
- Maintain compliance with applicable UK and international statutory and regulatory obligations relevant to the role, including: The prudent management of the business and having due regard to customers’ interests and fair outcomes.
- Observing applicable sanctions and financial crime requirements.
- Complying with regulatory requirements and local licensing restrictions.
- Following the Group’s whistleblowing policies and procedures.

Skills, Knowledge, Expertise, Experience

- Good organisational and administrative skills; previous experience in administration, casework, complaints or quality assurance is desirable but not essential.
- Excellent organisational skills, attention to detail and the ability to manage competing priorities and deadlines across two functions.
- Strong written and verbal communication skills and confidence liaising with internal and external stakeholders.
- Excellent working knowledge of Microsoft Office, particularly Excel, Outlook and Word; ability to use Teams and SharePoint.
- Ability to maintain accurate trackers, follow up actions, identify missing information and escalate appropriately.
- A respectful and customer-conscious approach to complaints and claims, recognising the importance of fair customer outcomes.
- Aptitude and willingness to learn, take guidance, develop knowledge of both functions and apply feedback constructively.
- A-Level standard of education (or equivalent).
- Previous experience of insurance claims administration, delegated claims arrangements or MGA/TPA operations is desirable but not essential.
- Experience supporting trackers, action logs, process documentation or basic data tasks is desirable but not essential.
- Interest in professional development and relevant insurance qualifications.