Complaint Investigation Associate FTC

Lloyd’s is the world’s leading insurance and reinsurance marketplace. We share the collective intelligence and risk sharing expertise of the market’s brightest minds, working together for a braver world.

Our role is to inspire courage, so tomorrow’s progress isn’t limited by today’s risks.

Our shared values: we are brave; we are stronger together; we do the right thing; guide what we do and how we act. If you share our values and our passion to build a future that’s more sustainable, resilient and inclusive, you’ll find a home at Lloyd’s – build a braver future with us.

Complaints Investigation Associate (6 Month FTC)

Location: Chatham

About The Role

We are seeking a Complaints Investigation Associate to join the Market Oversight & Delivery team. This role focuses on the independent investigation and resolution of UK and international policyholder complaints escalated to Lloyd’s.

You will play a key role in delivering fair, evidence-based outcomes, working closely with managing agents and stakeholders while ensuring compliance with FCA and international regulatory requirements.

About Lloyd’s

Lloyd’s is the world’s leading insurance and reinsurance marketplace, bringing together expertise to share risk and build a more resilient global economy. Our culture is underpinned by three core behaviours: Take the risk, Make it happen and Own the outcome.

Key Responsibilities

• Conduct thorough investigations into complex policyholder complaints
• Analyse evidence and policy documentation to determine fair outcomes
• Negotiate with managing agents and representatives to resolve complaints
• Issue compliant regulatory responses in line with FCA and international requirements
• Mandate redress payments where appropriate within agreed authority
• Manage and prioritise caseloads to meet regulatory deadlines
• Maintain accurate complaint data and support regulatory reporting
• Provide guidance to internal teams and external stakeholders on complaint processes
• Build strong relationships across the market and with key external parties
• Contribute to continuous improvement of complaint handling processes

Skills & Experience

• Strong analytical and decision-making capability
• Ability to interpret insurance policy wordings and apply them to complex cases
• Experience of handling complaints or claims in a regulated environment
• Understanding of FCA DISP rules, Consumer Duty and complaint handling frameworks
• Excellent communication and negotiation skills
• Ability to manage competing priorities and work to strict deadlines
• Collaborative approach with the confidence to support and guide others

What We’re Looking For

• A fair, objective and detail-focused approach to problem solving
• Strong stakeholder management and relationship-building skills
• Confidence in making evidence-based decisions in a regulatory environment
• A proactive mindset with a commitment to continuous improvement
• Alignment with Lloyd’s values: being brave, working together and doing the right thing

Diversity and inclusion are a focus for us – Lloyd’s aim is to build a diverse, inclusive environment that reflects the global markets we work in. One where everyone is treated with dignity and respect to achieve their full potential. In practice, this means we are positive and inclusive about making workplace adjustments, we offer regular health and wellbeing programmes, diversity and inclusion training, employee networks, mentoring and volunteering opportunities as well as investment into your professional development. You can read more about diversity and inclusion on our website.

We understand that our work/life balance is important to us all and that a hybrid of working from the office and home can offer a great level of flexibility. Flexible working forms part of a total reward approach which offers a host of other benefits over and above the standard offering (generous pension, healthcare, wellbeing etc). These include financial support for training, education & development, a benefit allowance (to spend on our flexible benefits such as gym membership, dental insurance, extra holiday or to partake in our cycle to work scheme), employee recognition scheme and various employee discount schemes.

By choosing Lloyd's, you'll be part of a team that brings together the best minds in the industry, and together with our underwriters and brokers, we create innovative, responsive solutions allowing us to share risk and solve complex problems.

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