Quality and Complaints Specialist

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we’re looking for talented individuals to join our team and make a difference.

Join our dedicated team as a Quality and Complaints Specialist based in London, where you will play a pivotal role in managing and resolving complaints related to Accident & Health (A&H) Business Travel Assistance services. This position ensures that customer grievances are addressed fairly, promptly, and transparently, conforming closely to regulatory standards such as the UK FCA Dispute Resolution (DISP) rules and Consumer Duty requirements.

As a vital part of the operations team, you will collaborate closely with the Global Service Delivery Director, Operations, and the Medical team. Your focus will include monitoring service delivery quality and overseeing an efficient, cost-effective complaint case management process. In addition, you will spearhead the implementation and supervision of the quality assurance programme for the service delivery platform across our global projects.

Key Responsibilities

• Provide comprehensive functional oversight of quality assurance and complaint resolution processes across the global service platform.
• Manage and resolve complaints submitted by policyholders, brokers, and assistance partners throughout the UK and Europe with professionalism and due diligence.
• Conduct thorough investigations into complex cases, collaborating closely with assistance teams, claims, and underwriting to identify root causes.
• Ensure all complaint responses strictly comply with FCA DISP rules and other applicable regulatory standards.
• Maintain accurate, detailed records within the Complaints Management System to support transparency and continuous improvement.
• Generate insightful reports on complaint trends, root cause analyses, and service improvement recommendations.
• Engage actively in complaint management procedures, facilitating timely resolutions and appropriate escalations as required under agreed operating frameworks.
• Develop and recommend process improvements and contribute to the design and delivery of staff training sessions to enhance complaint handling capabilities.
• Monitor Voice Of our Subscriber (VOOS) surveys and Net Promoter Score (NPS) results; conduct thorough reviews of subscriber feedback, including necessary follow-ups to complete investigations.
• Prepare and present monthly quality assurance reports to senior management, highlighting areas of success and opportunities for enhancement.
• Coordinate adherence to planned audit schedules including call reviews, case audits, and client procedure checks to ensure ongoing compliance and service excellence.
• Guarantee that the platform operates in alignment with the International SOS Assistance Center Standards, fostering trust and reliability in service delivery.

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

• Competitive compensation package reflecting your skills and experience.
• Comprehensive employee benefits designed to support wellbeing and work-life balance.
• Opportunities to engage in occasional travel, enriching your experience and exposure within our global network.

By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success. International SOS has been awarded as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2025.

13,000 experts | 1,200+ locations | 90 countries | 110+ languages

Start your journey with us today. Apply now!