Complaints and Investigations Manager

Role Overview

• Lead and develop NorthElm's complaints and investigations function, supporting both internal and external clients
• Supervise and coordinate complaints and investigations from initial receipt through to resolution
• Manage and support a Complaints & Investigations Assistant and wider legal resource support
• Develop and deliver an outsourced complaints handling and investigations service to the market
• Draft and oversee 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 and external clients
• 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
• Assist with client onboarding, engagement documentation, invoicing and credit control processes
• Present findings, trends and recommendations to senior leadership teams and insurers
• Collaborate with colleagues across risk, claims, legal, compliance, marketing and business development functions

Requirements

• 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
• Leadership experience, with the ability to supervise, coach and develop others
• 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

Benefits

• Job Benefits