Primary Details

The opportunity

To support Core, Complex and Reinsurance complaints and other associated activities as an integral part of Claims Governance within Claims Performance, supporting regulatory compliance and QBE’s reputation.

Your new role

• Investigate and resolve complaints in accordance with the requirements of the Financial Services Authority (FCA), Lloyd’s, the National Bank of Belgium (NBB) and QBE’s internal Policies and Processes, taking into account any characteristics of vulnerability and ensuring fair and prompt customer outcomes, including any financial redress within authority limits that may be required.
• Contribute to the management of the central complaints’ mailboxes, actioning and disseminating emails, as required.
• Maintain up to date knowledge of the stance taken by the Financial Ombudsman Service (FOS) on applicable complaint types and support compliance with Lloyd’s requirements through participation in the Lloyd’s Market Dex Forum.
• Undertake audits of complaints handling performed by Delegated Claims Administrators (DCAs) with complaints handling authority from QBE.
• Work collaboratively with claims handlers and the Claims Performance Outsource Team, providing support and guidance where required to drive the effective management and resolution of complaints.
• Support the resolution of risks, issues and ineffective processes, providing guidance and training to Claims staff and Delegated Claims Adminstrators (DCAs), as required.
• Contribute to the production of management information, analysis and reports for the Complaints Performance Group (CPG) and other governance forums, as required.
• Support additional claims complaints team activities, including CareSmart User Acceptance Testing (UAT) and wider Claims Governance complaints activities, as required.
  
  About you
• Investigative, organisational and time management skills, able to manage multiple and time critical deadlines.
• Communication skills, written and verbal
• Effective influencing and relationship management skills with sound judgement, working with staff at all levels.
• Knowledge of the production of Management Information, analysis, report writing and presenting reports to internal governance forums.
• IT skills, proficient in Microsoft Word, Excel, PowerPoint, Outlook and CareSmart.  Sound skills in CMS, Dani, ECF, ODM and SharePoint.
• Understanding of key claims handling systems, processes and complaints auditing experience advantageous.
• Knowledge of processes, requirements and expectations of the Financial Ombudsman Service and Lloyd’s advantageous.

Why QBE? At My Best

At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA - because we know it’s not just what we do that matters, it’s how we do it that makes the difference.In addition to this, we also offer flexible parental leave for both parents and have several employee network groups that support and empower our diverse workforce.

At QBE, we view our people as our most precious asset. We understand the importance of fostering a work environment that is responsive to the changing needs of today's workforce. QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation.

Some of the award’s QBE are proud to have won, been a finalist for, and shortlisted for include;

Employer of the Year 2022 Winner – Insurance Insider

British Claims Awards 2022 Winner - InsurTech Award

Insurance Times Claims Excellence Awards 2022 Winner - Claims Product Solution of the Year

Working Families Best Practice Awards 2021 Finalist for: Best COVID-19 Response

Insurance Post British Insurance Awards 2022 Shortlisted for: Best Customer Care, Diversity & Inclusion Initiative of the Year 2022, Specialist Insurer of the Year (for Construction), General Insurer of the Year

We are proud to have partnerships with organisations such as Stonewall and Working Families, and our commitment to the Women in Finance Charter, the UN Women’s Empowerment Principles and Race at Work charter helps keep us accountable and transparent

Inclusion of Diversity

We are striving to create a workplace culture where all our people feel included, and we are committed to building a diverse workforce that is reflective of the communities we operate in.

We know that diversity of thought, background and experience enables better decision making, improves the quality of our delivery and helps us to meet the needs of our customers.