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Head of Complaints


Measurable contribution to the ‘customer culture’ of the organisation.

Demonstrable knowledge and experience in the design and delivery of the methodology needed to run an effective complaint handling regime.

Clear evidence of Executive engagement and influence.

Experience and understanding of working with a 3 lines of defence model.

Experience within the Insurance sector (desirable), preferably within Insurance Broking

Degree level qualification (desirable)

Effective use of technology to support complaint handling and reporting


People Management

Provision of meaningful and actionable MI and reporting to Exco. level and above that identifies root causes of complaints in the areas of; People, processes and/or systems.

Experience within the Insurance sector, preferably within Insurance Broking

Stakeholder engagement

Excellent communication and influencing skills

Act on feedback from quality and compliance reviews


Take all reasonable steps to ensure appropriate confidentiality.

Encourage, support and coach other team members in their own development.

To be aware of and understand Atlanta’s Whistleblowing Procedure and Code of Conduct.  To question and act upon concerns about malpractice or wrongdoing by following the Atlanta’s Whistleblowing Procedure

Maintain a positive and solution oriented approach to work, providing open and honest feedback.

Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role.

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