Quality and Complaints Manager

About the role

In this role you will be managing and resolving complaints related to Accident & Health (A&H) Business Travel Assistance services, in line with regulatory requirements such as the UK FCA Dispute Resolution (DISP) rules and company standards. The role ensures fair, timely, and transparent resolution of customer grievances while identifying systemic issues and driving service improvements.  

You will be working in close collaboration with the Global Service Delivery Director, Operations and the Medical team; monitoring and assessing the delivery of a high-quality service, ensuring efficient and cost-effective case management.  

Your focus will be to implement and oversee the quality assurance programme for the projects' service delivery platform globally. 

Key responsibilities

• Provide functional oversight to the quality assurance and complaint resolutions for the platform globally.
• Handle and resolve complaints from policyholders, brokers and assistance partners in the UK and Europe.
• Investigate cases thoroughly, liaising with assistance teams, claims and underwriting.
• Ensure compliance with FCA DISP rules and Consumer Duty requirements in complaint responses in the UK.
• Maintain accurate records in the Complaints Management System.
• Produce reports on complaint trends and root cause analysis.
• Be actively involved in complaint management, resolution and escalation as per agreed operating procedures.
• Recommend process improvements and support staff training.
• Monitor Voice of our Subscriber (VOOS) surveys and NPS and conducts necessary reviews of VOOS feedback, including follow up with subscribers to close out the investigation of the feedback.
• Prepare monthly quality reports.
• Ensure compliance with scheduled audit plans (call reviews, CQM case audits, client procedure audits) 
• Ensure compliance of the platform to the International SOS Assistance Center Standards.

About you

• Strong knowledge of Accident and Health insurance services, preferably with experience in Business Travel services.
• Familiarity with FCA regulations and complaints handling standards.
• Excellent communication and negotiation skills.
• Analytical mindset with ability to identify trends and propose solutions.
• Typically 2–3 years’ experience in complaints management within insurance or assistance services.
• Knowledge of NPS methodology advantageous.
• Able to identify areas to improve performance and motivate
• Excellent written and spoken English, fluency in other languages is an advantage

Benefits

-Excellent compensation and benefits
-Some travel required