Complaints Analyst

Canopius Group

. Act as the key focal point for Complaint queries from internal and external stakeholders across the group .

Posted 10/22/2026full-timeManchester • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complaints handling, including oversight and performance monitoring across multiple jurisdictions, while effectively communicating with internal and external stakeholders. Proficient in interpreting insurance policy wordings and applying learnings from regulatory bodies to enhance decision-making processes.

Highest-signal resume keywords

Complaints HandlingLloyd's Complaints ProcessesRegulated Environment ExperienceStakeholder EngagementPolicy Interpretation

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Effective CommunicationStrong Organisation SkillsRelationship BuildingPressure ManagementTask Prioritisation

Industry Keywords

Insurance TerminologyComplaints AuditsPerformance MonitoringImprovement ActionsCustomer Outcomes

About the role

Key responsibilities & impact

Act as the key focal point for Complaint queries from internal and external stakeholders across the group
Be responsible for the management of a proportion of CNP CH and DCAs, holding regular engagement meetings, performance discussions, improvement calls to ensure they are compliant with requirements
Provide effective oversight and performance monitoring of Complaints handling across multiple jurisdictions
Where appropriate undertake Complaints audits and/or provide Complaints training for external stakeholders
Handle complaints received directly by Canopius or where our delegated partners are not authorised to do so
Review and investigate the root cause of complaints to challenge internal and external parties decisions and processes where appropriate, applying improvement actions to generate better outcomes for our customers
Work with delegated authorities to apply learnings from Lloyd’s/Ombudsman to improve performance and decision making

Requirements

What you’ll need

Good 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 technical insurance terminology across a variety of insurance products.
Understanding of and experience in complaints handling and the Lloyd’s complaints processes
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.
Experience of working in a regulated environment.