DA Complaints Handler- 6 month FTC

Together, we engage with everything we have and are, to help humankind act braver and better.

About Great Lakes Insurance SE: 

As specialty provider of primary insurance services in the UK, Great Lakes London Branch (“GLLB”) is a substantial part of Great Lakes Insurance SE in Munich. Our interlocked business model is to seize opportunities closely connected to the reinsurance core business and innovation opportunities, in our role as an integral part of the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, and via branch offices in UK, Ireland, Switzerland, Italy and Australia.  

Great Lakes Insurance UK Limited (“GLLS”), regulated by Prudential Regulation Authority and the Financial Conduct Authority, is a fully owned subsidiary of Great Lakes Insurance SE and acts as the preferred facilitator of agency insurance business in the UK in the post-Brexit world. 

About the role:  

To provide end-to-end oversight, governance, and continuous improvement of complaints management within our UK Delegated Authority (DA) portfolio, including both delegated and direct complaints, to embed a culture of fair customer outcomes, regulatory compliance (including Consumer Duty and DISP) and continuous improvement for both consumer and commercial customers.

You will work closely and collaboratively with MGAs, TPAs and internal stakeholders, utilising effective use of complaint data and review results including audits and quality assurance, to drive improvements to the complaints process (in house and at delegated partners) and identify and communicate potential product, process, and partner improvements across the value chain.

In addition, the function will undertake any further responsibilities, as requested or required by the business, or as are required.

Key Responsibilities: 

Complaints Oversight & Governance

• Engage with delegated partners to ensure that the Great Lakes complaints standards and expectations are understood and met.
• Oversee internal and delegated complaint handling processes (live, run-off, sub-delegated).
• Assist with the maintenance and enhancement of policies, procedures, reporting standards, and control frameworks for both direct and delegated complaints.
• Drive consistent application of root cause analysis, trend identification, and action plans to improve customer outcomes and reduce repeat complaints.
• Ensure compliance with FCA DISP, Consumer Duty, FOS expectations, and applicable international equivalents, where required.
• Act as the key liaison with the Financial Ombudsman Service (and ADR bodies), co-ordinating responses and learning from FOS outcomes (incl. Ombudsman News, case decisions, data and insight publications) including oversight of FOS responsiveness and fee payments within the delegation chain.
• Assist with the preparation of regulatory returns within required timelines, and ensure local returns are routed appropriately.

Quality Assurance, Analysis & Remediation

• Plan and deliver high-frequency complaint file reviews and thematic QA-driven reviews of both delegated partner complaints and directly handled complaints.
• Review and analyse complaint MI, KPIs, upheld rates, and trends across MGAs, TPAs and internal functions.
• Lead structured root cause analysis and remediation efforts for systemic issues.
• Escalate breaches, unresolved themes, or product risks to the appropriate governance forum.
• Undertake complaints journey testing, calibration sessions, and benchmarking exercises with external complaint handlers.
• Contribute to remediation plans and consult on expected redress schemes. Contribute to thematic complaint reviews, where required.

Insight & Influence

• Responsible for reviewing Complaints Management Information (‘MI’) and reporting.
• Ensure the accuracy and quality of complaints data from delegated agents, collaborating with subject matter experts to address any issues.
• Assist with MI reviews to proactively adjust oversight and controls intensity and identify remediation needs and actions.
• Translate complaint data into actionable insights and storytelling for applicable Governance Committees and Forums.
• Assist with the development of quarterly insight reports identifying root causes, themes, and risk exposure.
• Actively feed complaint learnings into product governance, onboarding, legal reviews, and oversight models.
• Represent the complaints function in Consumer Duty, Virtual Client Teams, and Data Champion Groups, where required.
• Deliver training and guidance to internal and external stakeholders on complaints handling, DISP rules, and customer conduct expectations, when required.

Direct Handling

• Ensure all complaints are managed in accordance with regulatory rules and standards, and when applicable internal conduct risk and consumer duty frameworks.
• Respond to executive complaints (i.e. those made to Senior Managers).

Other Responsibilities

• Assist the HoDAC to deliver the teams missions, goals and objectives.
• Assist with the communication of the department mission, goals and responsibilities and promote the team activities to the wider Great Lakes business teams.
• Responsible for ensuring continuous personal development.
• Undertake any other duties that fall within the remit of the Delegated Authority Complaints function, including activities arising through business developments, regulatory changes, or as reasonably required.
• Support Complaint Managers & deputise for the Head of DA Complaints when required  

Competencies: 

Drives results (we think big) – you consistently achieve results even under tough circumstances, with the organisation’s performance in the front of your mind. You make good and timely decisions to keep things moving, using analysis, experience and judgement.  

Business insight (we think big) – you can apply your knowledge of the business and the market to advance your business’ and wider organisation’s goals.  

Collaboration (we lead the ‘we’) – you identify opportunities and bring the right people together to work on a common goal, encouraging diversity of opinion, whilst maintaining clarity and unity of direction.  

Client focus (we grow with our clients) – you build and maintain strong client relationships (internal and external), listening to their needs and working with them to ensure value is created. 

Cultivates innovation (we grow with our clients) – you create new and better ways for Munich Re to be successful e.g., generating ideas, creating efficiencies, harnessing new technology etc. 

Courage (we care and dare) – you are willing to challenge the status quo and address difficult issues, saying what you believe needs to be said. You also continue to operate effectively even when things are uncertain and the way forward is unclear.  

Persuades (we are clear and authentic) – you use clear and compelling arguments to gain the support, enthusiasm and commitment of others, whilst ensuring you take time to actively listen to the diversity of views and opinions. 

Key Skills & Experience:  

• FCA complaints and conduct standards knowledge, particularly ICOBS, PROD, DISP & Consumer Duty rules 
• Customer Orientation 
• Analysis / Problem Solving 
• Insurance complaint handling 
• Root Cause Analysis
• Quality Assurance

Thought Leaders: 

You are seen as an expert in your field and will be the ‘go to’ person for your area of specialism within Munich Re. You will be seen as a role model/mentor to others – identifying opportunities to share your knowledge with others.  

You will demonstrate and role model inclusive behaviour and encourage your colleagues to play an active role in creating an inclusive culture as well. 

You will treat your colleagues and sales and business partners fairly and with respect. 

Regulatory & Conduct Requirements: 

In addition to the responsibilities set out above, the Complaint Handler will also become responsible for: 

1. Ensure compliance with Insurance Distribution Directive 
2. Ensuring compliance with Munich Re’s Code of Conduct and the FCA Conduct Rules 

At Munich Re, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed. 

If you are excited about this role but your experience does not align perfectly with everything outlined, or you don’t meet every requirement, we encourage you to apply anyway. You might just be the candidate we are looking for!

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.