Complaints Manager

AmTrust is a global insurance provider offering risk-management solutions and business underwriting. Today AmTrust International underwrites over $1.8 billion of gross written premiums and employs more than 1500 employees globally. 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.

AmTrust is a global insurance provider offering risk-management solutions and business underwriting. Today AmTrust International underwrites over $1.8 billion of gross written premiums and employs more than 1500 employees globally.

We are currently looking for a Complaints Manager to join our team based out of our Nottingham office.

In this key leadership role, you'll oversee our complaints framework, ensuring fair customer outcomes, regulatory compliance, and continuous improvement across the business.

Leading a team of six direct reports, you'll use complaint insights, investigations, root cause analysis and thematic reviews to identify trends, influence positive change, and enhance the customer experience. You'll work closely with stakeholders across the organisation to ensure complaints are handled fairly, consistently, and in line with FCA requirements, Consumer Duty principles, and company standards.

We're looking for someone with significant complaints management experience within a regulated Financial Services environment, ideally Insurance, together with proven people leadership skills and experience developing complaint governance frameworks, policies and procedures.

For more information click here for the Job Description. To apply, submit your CV and we will be in touch.