[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"job-head-of-complaints-allianz-insurance-de-gb":3},{"id":4,"slug":5,"title":6,"description":7,"company":8,"is_featured":12,"featured_until":7,"is_active":13,"deactivated_at":7,"is_enriched":13,"processed_job_posting_json":14,"processed_latitude":82,"processed_longitude":83,"processed_employment_types":84,"processed_working_hours":85,"processed_working_hours_labels":87,"processed_home_office":88,"processed_salary_min":79,"processed_salary_max":80,"processed_salary_currency":76,"processed_salary_source":89,"processed_benefits":90,"processed_benefits_labels":99,"processed_industry":100,"processed_skills":7,"processed_job_location":101,"processed_full_address_gmaps":105,"processed_street_gmaps":106,"processed_city_gmaps":107,"processed_postal_code_gmaps":108,"processed_country_gmaps":112,"processed_country_iso_code_gmaps":114,"full_description":17,"formatted_description":115,"processed_employment_types_labels":47,"processed_home_office_labels":45,"processed_industry_labels":49,"processed_it_skills":116,"processed_it_skills_labels":117,"processed_soft_skills":118,"processed_soft_skills_labels":120,"processed_job_expertise_skills":121,"processed_job_expertise_skills_labels":123,"processed_language_requirements":124,"processed_total_experience_years":131,"processed_professional_field":132,"processed_professional_field_labels":135,"processed_leadership_role":13,"processed_date_posted":20,"raw_job_url":136,"apply_url":7,"raw_hiringOrganization_logo_url":7,"translations":7,"canonical_industry_key":100,"canonical_industry_label":49,"max_cpc":137,"actual_cpc":7},81777,"head-of-complaints-allianz-insurance","Head of Complaints",null,{"name":9,"slug":10,"logo_url":11},"Allianz Insurance","allianz-insurance","https:\u002F\u002Fcdn.phenompeople.com\u002FCareerConnectResources\u002FAISAIPGB\u002Fimages\u002FHeader-1706868786965.svg",false,true,{"@context":15,"@type":16,"title":6,"description":17,"hiringOrganization":18,"datePosted":20,"validThrough":21,"jobLocation":22,"jobLocationType":45,"employmentType":46,"industry":48,"skills":50,"baseSalary":74},"https:\u002F\u002Fschema.org\u002F","JobPosting","\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Role Description\u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">As Head of Complaints, you will provide strategic leadership across the Customer Function within Allianz Personal, ensuring complaints are managed fairly, consistently and in line with regulatory expectations. You will play a key role in improving customer outcomes, influencing business change through complaint insight, and leading a high-performing team in a complex regulated environment.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">This role can be based in either of our London, Leeds or Bournemouth offices, please note that this is a hybrid working role with the expectation that attend the office 40% of your time\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Salary Information\u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm; font-size: 11pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-family: 'Allianz Neo', sans-serif;\">Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\"> \u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">About You\u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">As Head of Complaints, you will\u003C\u002Fspan>\u003C\u002Fp>\u003Cul style=\"margin-top: 0cm; margin-bottom: 0cm;\" type=\"disc\">\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Lead and inspire the Complaints Function, setting clear standards for complaint handling and customer outcomes.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Develop strategy, governance and operational direction for complaints management across Allianz Personal.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Build capability, resilience and decision-making expertise within teams handling complex and sensitive customer issues.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Oversee complaint performance across quality, timeliness, productivity, customer outcomes and regulatory adherence.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Manage operational planning, ensuring resources, capability and demand are effectively aligned.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Take ownership of high-risk, complex and escalated complaint cases, including those involving vulnerable customers.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Provide senior oversight and decision-making on complaints with conduct, reputational or regulatory implications.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Lead root cause analysis activity to identify complaint drivers, customer harm and systemic issues.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Translate complaint trends and customer insight into meaningful actions that improve products, processes and services.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Collaborate with senior leaders across Claims, Customer Operations, Pricing & Underwriting, Distribution, Legal, Risk and Compliance.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Represent the Customer function in executive and governance forums, presenting insight, risks, recommendations and business priorities.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Ensure complaint handling frameworks meet all regulatory and conduct requirements.\u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\"> \u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Essential Skills\u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cul style=\"margin-top: 0cm; margin-bottom: 0cm;\" type=\"disc\">\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Excellent knowledge of financial services complaint regulation, including DISP, FOS expectations, Consumer Duty and wider FCA conduct requirements.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Proven ability to lead customer relations, complaints or operational teams in a regulated environment.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Experience managing complaint performance, quality frameworks and customer outcome measures.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Ability to interpret management information, identify emerging trends and provide strategic recommendations.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Excellent judgement when handling complex, sensitive and high-risk customer cases.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Experience implementing governance, assurance and control frameworks.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Excellent stakeholder management skills with the ability to influence and challenge at senior leadership level.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Excellent communication skills with experience presenting insight, risks and recommendations to executive audiences.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Experience leading teams, developing capability and driving performance through others.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Degree level qualification or equivalent professional experience.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">We support the government scheme 'Access to Work'. Please feel free to ask us about the access to work scheme.\u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\"> \u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Desirable Skills\u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cul style=\"margin-top: 0cm; margin-bottom: 0cm;\" type=\"disc\">\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Experience within the insurance sector, particularly personal lines insurance.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Professional qualifications in complaint handling, insurance, customer experience, conduct risk or leadership.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">CII qualification or equivalent insurance industry qualification.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Experience delivering complaints transformation, remediation programmes or operating model change.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Experience driving business improvement through customer insight and root cause analysis.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Knowledge of systemic issue management and customer harm assessment methodologies.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Experience working within complex matrix organisations.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli style=\"margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Responsible Artificial Intelligence usage.\u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\"> \u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">What We Will Offer You\u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">• Flexible buy\u002Fsell holiday options\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">• Hybrid working\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">• Annual performance related bonus\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">• Contributory pension scheme\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">• Development days\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">• A discount up to 50% on a range of insurance products including car, home and pet\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">• Retail discounts\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">• Volunteering days\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\"> \u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Our Ways of Working\u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cstrong>\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Inclusive Support & Accessibility\u003C\u002Fspan>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">At Allianz, we are committed to fostering building an inclusive, accessible workplace where everyone can thrive. As a Disability Confident employer, we welcome applications from disabled and neurodivergent candidates and offer tailored adjustments throughout the recruitment process and in the workplace, whether that’s assistive technology, ergonomic equipment, flexible working arrangements, mentoring or coaching. We want to encourage candidates to speak with us about any adjustments they may need. We’re here to support you.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">If you have a disability or long‑term health condition and meet the essential criteria, you can choose to be considered through our Offer an Interview Scheme.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Contact our Resourcing team to opt into this scheme or for assistance with your application, including larger text, hard copies, or spoken applications. \u003Cstrong>Hr-recruitment@allianz.co.uk\u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">For any inquiries or to submit your application, please contact: \u003Cstrong>Cathryn Thomas\u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">If you are an at-risk candidate facing potential redeployment, please include this information in your CV\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">Closing date \u003Cstrong>October 13\u003Csup>th\u003C\u002Fsup> 2026\u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\">\u003Cspan style=\"font-size: 11.0pt; line-height: 115%; font-family: 'Allianz Neo', sans-serif;\">We reserve the right to close the advert early if we reach enough applications.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp style=\"margin: 0cm 0cm 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;\"> \u003C\u002Fp>",{"@type":19,"name":9},"Organization","2026-10-04","2027-10-04",[23,33,39],{"@type":24,"address":25,"geo":29},"Place",{"@type":26,"addressLocality":27,"addressCountry":28},"PostalAddress","Bournemouth","GB",{"@type":30,"latitude":31,"longitude":32},"GeoCoordinates",50.74042,-1.80678,{"@type":24,"address":34,"geo":36},{"@type":26,"addressLocality":35,"addressCountry":28},"Leeds",{"@type":30,"latitude":37,"longitude":38},53.79648,-1.54785,{"@type":24,"address":40,"geo":42},{"@type":26,"addressLocality":41,"addressCountry":28},"London",{"@type":30,"latitude":43,"longitude":44},51.51605,-0.08601,"HYBRID",[47],"PERMANENT",[49],"Insurance",[51,52,53,54,55,56,57,58,59,60,61,62,63,64,65,66,67,68,69,70,71,72,73],"Leadership","Communication","Stakeholder Management","Judgment","Team Development","Influence","Strategic Thinking","Collaboration","Complaint Regulation Knowledge","Complaint Performance Management","Governance Frameworks","Root Cause Analysis","Operational Planning","Regulatory Compliance","Customer Outcome Management","Management Information Interpretation","Insurance Sector Experience","Professional Qualifications","Transformation Programme Experience","Customer Insight Analysis","Systemic Issue Management","Matrix Organisation Experience","Responsible AI Usage",{"@type":75,"currency":76,"value":77},"MonetaryAmount","GBP",{"@type":78,"minValue":79,"maxValue":80,"unitText":81},"QuantitativeValue",80000,120000,"YEAR",[31,37,43],[32,38,44],"permanent",[86],"FULL_TIME",[86],"hybrid","estimated",[91,92,93,94,95,96,97,98],"Flexible buy\u002Fsell holiday options","Hybrid working","Annual performance related bonus","Contributory pension scheme","Development days","Discount up to 50% on insurance products","Retail discounts","Volunteering days",[91,92,93,94,95,96,97,98],"insurance",[102,103,104],"allianz, bh7 7du, bournemouth, united kingdom","allianz, ls1 4aj, leeds, united kingdom","allianz, ec2n 3ar, london, united kingdom",[],[],[27,35,41],[109,110,111],"BH7 7DU","LS1 4AJ","EC2N 3AR",[113],"United Kingdom",[28],"## **Role Description**\n\nAs Head of Complaints, you will provide strategic leadership across the Customer Function within Allianz Personal, ensuring complaints are managed fairly, consistently and in line with regulatory expectations. You will play a key role in improving customer outcomes, influencing business change through complaint insight, and leading a high-performing team in a complex regulated environment.\n\nThis role can be based in either of our London, Leeds or Bournemouth offices, please note that this is a hybrid working role with the expectation that attend the office 40% of your time\n\n## **Salary Information**\n\nPay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.\n\n## **About You**\n\nAs Head of Complaints, you will\n\n- Lead and inspire the Complaints Function, setting clear standards for complaint handling and customer outcomes.\n- Develop strategy, governance and operational direction for complaints management across Allianz Personal.\n- Build capability, resilience and decision-making expertise within teams handling complex and sensitive customer issues.\n- Oversee complaint performance across quality, timeliness, productivity, customer outcomes and regulatory adherence.\n- Manage operational planning, ensuring resources, capability and demand are effectively aligned.\n- Take ownership of high-risk, complex and escalated complaint cases, including those involving vulnerable customers.\n- Provide senior oversight and decision-making on complaints with conduct, reputational or regulatory implications.\n- Lead root cause analysis activity to identify complaint drivers, customer harm and systemic issues.\n- Translate complaint trends and customer insight into meaningful actions that improve products, processes and services.\n- Collaborate with senior leaders across Claims, Customer Operations, Pricing & Underwriting, Distribution, Legal, Risk and Compliance.\n- Represent the Customer function in executive and governance forums, presenting insight, risks, recommendations and business priorities.\n- Ensure complaint handling frameworks meet all regulatory and conduct requirements.\n\n## **Essential Skills**\n\n- Excellent knowledge of financial services complaint regulation, including DISP, FOS expectations, Consumer Duty and wider FCA conduct requirements.\n- Proven ability to lead customer relations, complaints or operational teams in a regulated environment.\n- Experience managing complaint performance, quality frameworks and customer outcome measures.\n- Ability to interpret management information, identify emerging trends and provide strategic recommendations.\n- Excellent judgement when handling complex, sensitive and high-risk customer cases.\n- Experience implementing governance, assurance and control frameworks.\n- Excellent stakeholder management skills with the ability to influence and challenge at senior leadership level.\n- Excellent communication skills with experience presenting insight, risks and recommendations to executive audiences.\n- Experience leading teams, developing capability and driving performance through others.\n- Degree level qualification or equivalent professional experience.\n- We support the government scheme 'Access to Work'. Please feel free to ask us about the access to work scheme.\n\n## **Desirable Skills**\n\n- Experience within the insurance sector, particularly personal lines insurance.\n- Professional qualifications in complaint handling, insurance, customer experience, conduct risk or leadership.\n- CII qualification or equivalent insurance industry qualification.\n- Experience delivering complaints transformation, remediation programmes or operating model change.\n- Experience driving business improvement through customer insight and root cause analysis.\n- Knowledge of systemic issue management and customer harm assessment methodologies.\n- Experience working within complex matrix organisations.\n- Responsible Artificial Intelligence usage.\n\n## **What We Will Offer You**\n\nRecognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:\n\n- Flexible buy\u002Fsell holiday options\n- Hybrid working\n- Annual performance related bonus\n- Contributory pension scheme\n- Development days\n- A discount up to 50% on a range of insurance products including car, home and pet\n- Retail discounts\n- Volunteering days\n\n## **Our Ways of Working**\n\nDo you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.\n\n## **Inclusive Support & Accessibility**\n\nAt Allianz, we are committed to fostering building an inclusive, accessible workplace where everyone can thrive. As a Disability Confident employer, we welcome applications from disabled and neurodivergent candidates and offer tailored adjustments throughout the recruitment process and in the workplace, whether that’s assistive technology, ergonomic equipment, flexible working arrangements, mentoring or coaching. We want to encourage candidates to speak with us about any adjustments they may need. We’re here to support you.\n\nIf you have a disability or long‑term health condition and meet the essential criteria, you can choose to be considered through our Offer an Interview Scheme.\n\nContact our Resourcing team to opt into this scheme or for assistance with your application, including larger text, hard copies, or spoken applications. **Hr-recruitment@allianz.co.uk**\n\nFor any inquiries or to submit your application, please contact: **Cathryn Thomas**\n\nIf you are an at-risk candidate facing potential redeployment, please include this information in your CV\n\n\nWe reserve the right to close the advert early if we reach enough applications.",{},[],{"leadership":119,"communication":119,"stakeholder management":119,"judgment":119,"team development":119,"influence":119,"strategic thinking":119,"collaboration":119},4,[51,52,53,54,55,56,57,58],{"root cause analysis":119,"operational planning":119,"responsible ai usage":122,"governance frameworks":119,"regulatory compliance":119,"customer insight analysis":122,"systemic issue management":122,"customer outcome management":119,"insurance sector experience":122,"professional qualifications":122,"complaint regulation knowledge":119,"matrix organisation experience":122,"complaint performance management":119,"transformation programme experience":122,"management information interpretation":119},2,[59,60,61,62,63,64,65,66,67,68,69,70,71,72,73],{"detected_language_jobad":125,"required":126},"en",[127],[128],{"language":129,"level":130},"ENGLISH","C2",5,[133,134],"Customer Service Managers","Insurance Managers",[133,134],"https:\u002F\u002Fcareers.allianz.com\u002Fglobal\u002Fen\u002Fjob\u002F107058\u002Fhead-of-complaints",1]