CFC

Cyber risk underwriting through MGA platform

Complaints Lead

InsuranceUpdated on Nov 13

Full-timeLondon, UKNo salary listedHybrid

About the Job

Requirements

Experience as a complaints handler or complaints team leader, ready to take end-to-end ownership of the complaints function.
Experience within the Lloyd’s market is essential.
A solid understanding of the insurance lifecycle and claims handling processes.
Strong analytical, investigative and problem-solving skills, attention to detail, and sound professional judgement.
Confidence working with and influencing stakeholders, constructively challenging them, and clearly communicating findings.
Strong written and verbal communication skills.
Ability to use data and management information to spot trends, identify recurring issues, and turn insight into improvements.
Experience identifying root causes and control weaknesses.
Experience producing and presenting management information and insights to stakeholders.
Previous people management or leadership experience.
Strong organisation and prioritisation skills.

Responsibilities

Own and continually improve complaints handling processes and procedures to 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.
Own the complaints operating model across process, technology and resourcing, ensuring the right capability and resilience are in place.
Build relationships with internal stakeholders, including Claims, to support effective investigation and resolution.
Improve the efficiency and effectiveness of complaints handling while delivering the right customer outcomes.
Ensure the company meets its regulatory reporting requirements.
Develop 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 develop the company’s complaints capability as underwriting activities grow.

Desired Qualifications

Experience within an FCA-regulated environment.
Ability to assess processes, procedures and technology and recommend improvements.

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.

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

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.

About the Company

CFC

Cyber risk underwriting through MGA platform

CFC Underwriting is a specialist insurance provider operating as a managing general agent (MGA) that underwrites on behalf of a panel of carriers, focusing on emerging and specialty risks with a strong emphasis on cyber. It uses a proprietary global insurance platform powered by data science to streamline underwriting across a portfolio of 50+ products, including cyber and professional liability, with an in-house incident response team adding comprehensive cyber risk management. It differentiates itself through its early focus on cyber, large in-house claims and incident response capabilities, and a global broker-driven distribution model. Its goal is to deliver fast, precise underwriting and robust risk management for technology-related and other specialty risks worldwide.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: London, United Kingdom
Founded: 1999

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