We’re AmTrust International, a London-based insurance business with over 1,900 employees across 13 countries. As part of a global group, we develop bespoke insurance solutions for leading financial institutions, retailers, and manufacturers worldwide.
We are looking for a Complaints Team Leader to join our Nottingham office. This role will lead the internal Complaints team to deliver fair customer outcomes through effective training, leadership and oversight.
Key responsibilities:
- Lead and coach Complaint Investigators to ensure consistent, compliant, and high-quality complaint handling.
- Provide technical support on complex complaints, ensure continuous improvement through analysis and feedback of Financial Ombudsman Service decisions, and validate third-party payments against FOS invoices.
- Report on trends, perform root cause analysis, and escalate risks with recommendations for effective remediation.
- Ensure the accuracy of records in internal systems.
- Drive continuous improvement through quality assurance, feedback, and training.
- Identify process gaps and opportunities for continuous improvement.
To succeed in this role, you will have leadership experience in insurance, claims, or complaints handling, strong technical knowledge, and a proven track record of delivering fair customer outcomes. Excellent communication, analytical skills, and the ability to drive both quality and productivity are essential.
Submit your CV to show your interest, and we will be in touch.
Income Protection Cover if you're off sick continuously for 26 weeks or more
Professional Development + Membership support, where required by the role
Support for your Continuing Career
Eligibility to participate in our annual bonus scheme
E-Learning & Development Portal
Company Days Off in Addition to Annual Leave
Private Medical Insurance
Worldwide Travel Insurance
Discounted Gym Membership
ABOUT THE COMPANY
AmTrust is a global insurance provider offering risk-management solutions and business underwriting. Today AmTrust International underwrites over $2.5bn of gross written premiums and employs more than 1600 people in 35 locations in 16 countries.
At AmTrust, our business is always on the move. Life at AmTrust offers a challenge for motivated employees, but our fast-paced environment always provides a chance to celebrate the creativity and innovation of individuals.
From our founding in 1998, AmTrust has generated steady, stable, and positive growth with the acquisition of multiple companies. Our success boils down to the spirit of all our employees, from accountants and appointed agents to marketers and designers. The entrepreneurial spirit, innovation, and collaboration of AmTrust employees has propelled our brand forward.
AmTrust’s robust growth over the past three decades means our employees have numerous possibilities to not just launch a career in insurance, but also have the opportunity to advance and mature that career.
