The Role
Owns CFC’s end-to-end complaints function, including investigations, resolutions, regulatory reporting, operating model design, root cause analysis, and continuous improvement. Leads and develops a small complaints team, manages complex cases, builds reporting and feedback loops, and partners with Claims and other stakeholders to improve customer outcomes. Requires Lloyd’s market experience, insurance lifecycle and claims knowledge, analytical ability, stakeholder management, and prior leadership experience.
Summary Generated by Built In
We’re looking for an experienced complaints professional to take ownership of how complaints are handled at CFC.
As our Complaints Lead, you’ll take responsibility for the end-to-end complaints journey, from notification and investigation through to resolution. You’ll make sure complaints are handled effectively and in line with CFC’s standards and regulatory requirements, while building robust reporting, root cause analysis and feedback loops that turn insight into meaningful improvement.
This is more than a case-handling role. You’ll become CFC’s internal subject matter expert on complaints, leading a small team and taking ownership of the wider operating model across process, technology and resourcing. You’ll work closely with stakeholders across the business, including Claims, to make sure we reach the right customer outcomes efficiently and effectively.
CFC is a place where people are trusted to take ownership, challenge the status quo and make things better. We’re high on ambition and low on ego, with an open, supportive culture where ideas are welcomed from every level.
About the role
- Own and continually improve CFC’s complaints handling processes and procedures, ensuring they meet internal standards and regulatory expectations.
- Lead, coach and develop a small team of complaints handlers and analysts, setting clear expectations and maintaining consistently high standards.
- Take ownership of the complaints operating model across process, technology and resourcing, ensuring the right capability and resilience are in place.
- Build strong relationships with key internal stakeholders, including Claims, to support effective investigation and resolution.
- Look for ways to improve the efficiency and effectiveness of complaints handling while delivering the right customer outcomes.
- Ensure CFC meets its regulatory reporting requirements.
- Develop robust root cause analysis and feedback loops, using complaints insight to identify themes and drive continuous improvement across the business.
- Provide guidance and judgement on complex or sensitive complaints and help develop CFC’s complaints capability as our underwriting activities continue to grow
About you
You’ll be an experienced complaints handler or complaints team leader who’s ready to step up and take end-to-end ownership of the complaints function. Experience within the Lloyd’s market is essential, along with a solid understanding of the insurance lifecycle and claims handling processes.
You’ll also bring:
- Strong analytical, investigative and problem-solving skills, with excellent attention to detail and sound professional judgement.
- Confidence working with and influencing stakeholders, with the ability to challenge constructively and communicate your findings clearly.
- Strong written and verbal communication skills.
- The ability to use data and MI to spot trends, identify recurring issues and turn insight into improvements.
- Experience identifying root causes and control weaknesses.
- Experience producing and presenting MI and insights to stakeholders.
- Previous people management or leadership experience.
- Strong organisation and prioritisation skills.
- Experience within an FCA-regulated environment would be an advantage, as would the ability to assess processes, procedures and technology and recommend improvements.
Core Values
Love what you do:
We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.
Challenge everything:
We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to makes things better.
Have fun, be good:
Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.
We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.
Challenge everything:
We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to makes things better.
Have fun, be good:
Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.
About
CFC is a specialist insurance provider, pioneering emerging risk and market leader in cyber. Our global insurance platform uses cutting-edge technology and data science to deliver smarter, faster underwriting and protect customers from today's most critical business risk.Headquartered in London with offices in New York, Melbourne, Sydney, Austin, Madrid, Brussels and Brisbane, CFC has over 1200 staff and is trusted by more than 100,000 businesses across 90 countries.At CFC, insurance isn't just about underwriting. From data science to software development, and digital marketing design, we've got something for everyone. We're passionate about pushing boundaries, thinking differently and building the insurance company of the future.CFC is committed to the principles of equal opportunities and creating an environment in which all individuals are always treated with dignity and respect. We encourage a diverse corporate culture of openness and appreciation to create an environment in which your talent can be developed in the best possible way. Should you require any reasonable adjustments at any stage of the recruitment process please let us know.Feeling like you need to tick every box before applying? We see things differently. In a rapidly scaling company like ours, ambition and the drive to learn count for more than a 'perfect' checklist. We're building the future of insurance, and that requires diverse talent eager to grow with us. If this role excites you and you're ready to make a significant impact, bring your unique background and let's build something great together.
Skills Required
- Experience as a complaints handler or complaints team leader
- Experience within the Lloyd’s market
- Understanding of the insurance lifecycle and claims handling processes
- Strong analytical, investigative, and problem-solving skills
- Excellent attention to detail and professional judgment
- Stakeholder management and influencing skills
- Strong written and verbal communication skills
- Ability to use data and management information to identify trends and improvements
- Experience identifying root causes and control weaknesses
- Experience producing and presenting management information and insights
- Previous people management or leadership experience
- Strong organization and prioritization skills
- Experience in an FCA-regulated environment
- Ability to assess processes, procedures, and technology and recommend improvements
CFC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CFC and has not been reviewed or approved by CFC.
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Strong & Reliable Incentives — Variable pay is positioned as a core part of total compensation, with a group‑wide annual bonus highlighted as a consistent feature. Expanding employee share ownership is described as enhancing overall rewards alongside bonuses.
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Healthcare Strength — Private medical insurance is provided, complemented by dental and optical cashback and a 24/7 employee assistance programme. These elements indicate comprehensive health coverage beyond standard medical plans.
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Leave & Time Off Breadth — Time away provisions include 25 days of holiday and paid volunteer time, signaling a broad approach to time off. Additional practices such as company social events support overall work–life rhythm, though they are not leave per se.
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The Company
What We Do
CFC is a specialist insurance provider, pioneer in emerging risk and market leader in cyber. Their global insurance platform uses cutting-edge technology and data science to deliver smarter, faster underwriting and protect customers from today’s most critical business risks.
