This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ business community. General Job Title: Deputy Complaints Manager Division: Operations Reports To: Group Complaints Manager Key Relationships: Underwriting and claims teams, risk management, compliance, internal audit, delegated operations, external regulators. Key Responsibilities To ensure all complaints are recognised and recorded To ensure all complaints are acknowledged within regulatory timescales To manage complaints in line with the company complaints procedure To collaborate with the trading teams to reach the right customer outcome for each complaint To record any exceptions to the management of complaints in line with regulatory timescales To undertake root cause analysis of complaints received To prepare complaint reports for onwards distribution to the agreed committees To prepare complaint files which have been requested by Lloyd’s or the Financial Ombudsman service (FOS) To communicate learning’s from Lloyd’s and FOS decisions to the trading teams and agreed committees To collaborate with the trading team to create and embed service improvements based on learning’s from complaints To undertake complaints handling training with the trading teams To support the trading teams in recognition and management of complaints by being a point of referral for complaints received at the first point of contact General At Beazley we are committed to doing the right thing because it is the right thing to do. It is important that within all your interactions both internally and externally you adhere to this principle through adoption of Beazley’s core values and behaviours. Adopt the Beazley culture of Being bold, Striving for better and Doing the right thing, that contributes to an internal environment of teamwork and promotes a positive brand image and experience to our external customers. Comply with Beazley procedures, policies and regulations including the code of conduct. Undertake training on Beazley policies and procedures as delivered by your line manager, the Culture & People development or assurance teams (compliance, risk, internal audit) either directly, via e-learning or the learning management system. Display business ethics that uphold the interests of all our customers. Ensure all interactions with customers are focused on delivering a good outcome, including having the right products for their needs. Comply with any specific responsibilities necessary for your role as outlined by your line manager, the Culture & People or assurance teams (compliance, risk, internal audit) and ensure you keep up to date with developments in these areas. This may include, amongst others, Beazley’s underwriting control standards, Beazley’s claims control standards, other Beazley standards and customer relationship management. Carry out additional responsibilities as individually notified, either through your objectives or through the learning management system. These may include membership of any Beazley committees or working groups. Personal Specification Education and Qualifications University degree or ACII qualified or appropriate insurance industry experience Skills and Abilities Ability to work at both detailed and summary level, and able to exercise judgement Ability to negotiate and be persuasive Being willing to attend meetings and discussions with the business at short notice and be part of a team working through issues and ideas to come up with practical, commercial solutions Able to communicate effectively with others, both verbally and in writing, ability to be able to listen Ability to be adaptable to changing circumstances Able to manage uneven workload, respond quickly to ad hoc queries from the business Motivational skills, team worker as well as able to work on own initiative Knowledge and Experience Compliance/regulatory experience in all or some of the following: Complaint handling, Consumer Duty, Treating Customers Fairly (TCF), Conduct Risk, insurance underwriting, insurance claims, or insurance broking Experience in delegated business would be beneficial Having supported a formal governance meeting in the past would be beneficial Having worked directly with customers or in a retail insurance environment would be beneficial Aptitude and Disposition Outcome focussed, self-motivated, very flexible and enthusiastic Professional approach to successfully interact with senior management / colleagues / external suppliers / regulators Diplomatic Competencies Adaptable Customer focus Information seeking Team working Initiative Using expertise Integrity Impact and influence