Canopius
Complaints Coordinator
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Complaints Coordinator
Complaints Operations Manager (Senior or Equivalent)
About the Role
The primary purpose of this role is to provide support, guidance, and oversee daily operations for both international and domestic complaints received by Canopius and their representatives. The role will be responsible for:
- Managing complaints operationally across all jurisdictions
- Ensuring requests, issues, and escalations are handled smoothly
- Capturing accurate information to support efficient function execution
- Escalating stakeholder management (both internal and external)
Responsibilities
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Operational Leadership in Complaints Handling
- Oversee daily operational activities for complaints handling across multiple jurisdictions worldwide
- Ensure accurate complaint records and monitor regulatory deadlines
- Serve as the Subject Matter Expert (SME) for complaint-related queries
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Stakeholder Collaboration
- Work closely with Lloyd’s globally to align on market requirements, share updates, and resolve queries promptly
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Regulatory Compliance & Oversight
- Provide guidance on regulatory complaint requirements for international and domestic complaints
- Monitor case progress and assist the team in meeting deadlines and quality standards
- Lead Root Cause Analysis (RCA) with the Complaints Analysts to improve timely resolutions and compliance
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Quality Assurance & Partner Monitoring
- Lead reviews of delegated claims authority (DCA) partners to ensure compliance with Lloyd’s requirements
- Track performance metrics (identification, logging, responding to complaints) and work with analysts to implement improvements
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Communication & Development
- Maintain strong collaboration with team members, management, and stakeholders
- Develop jurisdiction-specific complaint-handling expertise and share regulatory updates with the broader team
Skills and Experience
- Industry-Specific Expertise: Proven experience in operational oversight within insurance or financial services
- Regulatory Knowledge: Understanding of international regulatory frameworks and FCA DISP requirements
- Stakeholder Management: Excellent communication skills for both internal and external interactions
- Analytical & Process Improvement: Ability to analyse data, identify trends, and drive efficiency gains
- Attention to Detail & Multitasking: High focus on accuracy while balancing competing priorities
Benefits
We offer a comprehensive benefits package designed to support whole-wellbeing, including:
- Hybrid working model
- Competitive base salary
- Non-contributory pension
- Discretionary bonus
- Insurance cover (health/family and dental)
- Additional benefits promoting financial, physical, social, and psychological health
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About Canopius
Our Mission & Values
Canopius is a global specialty lines (re)insurer – one of the leading insurers in the Lloyd’s of London market, with offices in the UK, US, Singapore, Australia, and Bermuda.
We foster a distinctive, positive culture where employees bring their whole selves to work, thriving as individuals while driving profitable, sustainable results.
Our Workplace & Commitment
- Location: Incredible new offices in the heart of the City of London
- Work Model: Flexible, hybrid working to support a balanced work-life environment
- Values: Everyone’s contributions are recognised, valued, and respected
Diversity & Inclusion
We are fully committed to equal employment opportunities and an environment free from discrimination and harassment.
Protects status: Age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion/beliefs, marital/caring status, or any other protected characteristic.
We actively encourage applications from all diverse backgrounds and make reasonable adjustments throughout the recruitment process. Please let us know if you require any information in an alternate format or further support.
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