pinpoint
Senior Complaints Executive
Jobs at Ampa Group | Ampa Group Careers
Birmingham, GBR
Full-time
Senior
Hybrid
Discovered 1 months ago
Full Job Posting
Key Responsibilities
- Support and develop Ampa's complaints and investigations function, focusing on supporting internal clients
- Manage complaints and investigations from initial receipt through to resolution
- Draft high-quality responses to complex complaints and investigations
- Conduct and coordinate root cause analyses to identify opportunities for improvement
- Build strong relationships with senior stakeholders across the Ampa Group
- Liaise with regulators, insurers and the Legal Ombudsman where required
- Identify matters that may require insurer notification or regulatory escalation
- Maintain complaints data and produce meaningful management information, reporting and trend analysis
- Drive continuous improvement through insight, training and process enhancements
- Develop and maintain complaints handling procedures, precedents and best practice guidance
- Support quality assurance, accreditation processes and external audits
- Deliver training and coaching to colleagues on complaint prevention, client care and regulatory requirements
- Contribute to business development activities, client relationship management and service growth initiatives
- Present findings, trends and recommendations to senior leadership teams and insurers
- Collaborate with colleagues across risk, claims, legal, compliance, marketing and business development functions
Skills, Knowledge & Expertise
- Experience managing complaints, investigations, risk or regulatory matters within a professional services environment
- Strong knowledge of complaints handling, investigations and regulatory compliance, with experience working alongside insurers, regulators or ombudsman schemes desirable
- Excellent judgement and the ability to manage sensitive, complex issues with professionalism, empathy and commercial awareness
- Strong communication and stakeholder management skills, with confidence influencing senior leaders and producing high-quality written responses
- Analytical thinking, using data and insight to identify trends, manage risk and drive continuous improvement
- Commercial awareness and enthusiasm for helping grow new services and build strong client relationships
- Excellent organisation, adaptability and the ability to manage competing priorities in a fast-paced environment
- A collaborative, proactive mindset with a commitment to delivering exceptional client service
- Leadership experience is desirable, with the ability to supervise, coach and develop others
About Jobs at Ampa Group | Ampa Group Careers
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