Complaints Analyst
Brentwood, GB
5d ago

About the role

LV GI have an exciting opportunity for a Complaints Analyst to join our well establish team in our Brentwood office. This position will be supporting the complaints function across the LV Broker division with a key focus on ensuring the root cause of broker complaints are analysed with continuous improvement and customer satisfaction at the forefront of all we do.

You will be responsible for communicating with a range of stakeholders including internal colleagues, external parties including the Financial Ombudsman Service (FOS), brokers and occasionally the complainant themselves.

This communication will include technical advice when required.

You will also be involved in root cause analysis, reporting and audits.

About you

If you’re a confident communicator with an empathetic and understanding nature then this could be the role for you. We’re looking for someone who enjoys communicating with a range of stakeholders at all levels in a professional and approachable manner, building rapport and relationships along the way.

Previous complaints experience is highly desirable as well as being someone who can have sometimes difficult conversations and work off the own initiative under minimal supervision to make decisions and communicate these effectively.

You’ll be confident using various IT systems including Microsoft Excel, Word and internal systems training will be provided on all internal systems and processes, we just need you to be willing to learn!

Ideally you will have some experience within the general insurance personal lines market, however training can be provided.


  • Produce monthly complaints reports.
  • Responsible for updating Respond complaints system.
  • Undertake trend and root cause analysis ensuring all results are appropriately documented.
  • Maintain and update complaints process and procedures.
  • Management of the LV Broker complaint mailboxes.
  • Undertake complaints audits and action tracking.
  • Complaints technical referral point.
  • Preparation and management of complaints cases referred to the FOS.
  • Provide operational support to the Risk & regulatory Manager as and when required.
  • Rewards and benefits

    This role is a Band B in the LV Structure. To find out more about our bands, click to view our FAQ page here. We want you to love what you do that’s why we’ve put together a benefits package that recognises and rewards a job well done.

    We’ll give you :

  • 26 days' holiday which increases after two years’ service to 28 days
  • A competitive pension for which LV will pay twice the amount you pay, up to 14% (please click here to read more about it)
  • An annual bonus scheme based on company and personal performance
  • A flexible benefits package (e.g. discounted retail vouchers, great value dental insurance, childcare vouchers)
  • A generous 25% discount off our general insurance products including home, pet and travel. Up to 50% discount on your car insurance and up to 20% discount from our life products.
  • To find out more about our benefits and rewards, please click here.

    LV are an equal opportunities employer who value a diverse and inclusive working environment. We do not discriminate and we recognise and embrace that people work in different ways.

    We value alternative viewpoints, celebrate individuality and foster a culture where everyone feels respected for their individual contribution and is able to bring their true self to work.

    Here at LV we always love to hear from great people, so don’t forget to follow us on Instagram, Twitter, LinkedIn and become a fan on Facebook.

    Add to favorites
    Remove from favorites
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form