Insurance Complaints Manager

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

What you’ll do

• Manage our outsourced supplier who managed all Insurance and Non-insurance related complaints to make sure they are delivering against process and ICOBs rules
• Overseeing or directly manage highly complex or sensitive complaints. This may include working with the wider business i.e. legal, data protection to resolve complaints.
• Be key point of contact and resolve any complaints referred to the FOS
• Optimise our complaints processes including improving 1st line resolution, complaints investigation process, reporting and root cause analysis
• Responsible for all complaint reporting for various governance forums and regulatory submissions
• Own complaint root cause analysis and run operational forum to raise awareness of issues for resolution

What you'll bring:

Knowledge

• Must have strong understanding of key personal lines insurance processes with a focus on insurance sales, administration, claims and distribution.
• Must have experiencing in working in FCA regulated complaints environment and ideally managing a complaints function
• Must understand FCA complaints ICOBs rules and best practices
• Good understanding of FCA, consumer duty and DPA regulatory requirements
• Interest in Connected Home and Smart devices advantageous for our tech related complaints process
• Experiencing working with suppliers or internal teams to drive performance an advantage

Skills

• Excellent administration skills
• Attention to detail and commitment to high standards of quality
• Complaint handling experience
• Great communicator
• Ability to work with a range of stakehlders to solve problems
• Someone able to manage key messages upwards and be a clear communicator to impact change

The Rewards:

There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

• Sky Q, for the TV you love all in one place
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• Access a wide range of exclusive Sky VIP rewards and experiences

How you'll work:

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.

Your office base:

Osterley:

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There’s also plenty of bike shelters and showers.

On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even

get pampered at our beauty salon.

At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working.

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.