Complaints Operations Administrator (School Leaver)

This is an entry‑level administrative role within the Complaints Operations team of a leading third‑party managing agent in the Lloyd’s of London market. The team is responsible for ensuring complaints are handled accurately and within strict regulatory timeframes, helping protect customers and the firm’s reputation.

You will act as a dedicated resource to support the end‑to‑end complaints workflow, working closely with experienced colleagues while developing a strong grounding in London Market operations and regulation.

This role is designed for a school leaver looking to start a career in the London insurance market. No prior insurance experience is required; full training will be provided.

Responsibilities:

• Manage the central complaints inbox, monitoring and actioning incoming emails within agreed timeframes.
• Log and categorise complaints and related emails so they can be routed and actioned efficiently.
• Enter and maintain accurate case information within CareSmart (external system), updating status and tasks as required.
• Track case‑related tasks and diarised actions, ensuring items are completed ahead of due dates.
• Draft and send clear, professional emails to internal stakeholders and external partners, and follow up where responses or information are outstanding.
• Support the team in ensuring all complaints activities are completed within FCA and Lloyd’s regulatory timeframes to avoid breaches and potential penalties.
• Escalate issues or risks promptly where deadlines may be missed or information is incomplete.
• Contribute to basic MI/record‑keeping (e.g. maintaining trackers or spreadsheets) to support oversight and reporting.

• Strong organisational skills and the ability to manage a high volume of emails and tasks.
• Clear sense of urgency and the ability to recognise and prioritise time‑critical work.
• High attention to detail and accuracy when entering and updating data.
• Confident written communication, particularly via email.
• Proactive mindset – comfortable chasing outstanding information and keeping actions moving.
• Reliable, professional and able to work with confidential information.
• Comfortable using Microsoft Outlook, Excel and other basic office systems.

Nice to have (but not essential)

• Any prior office, customer‑service or administrative experience (e.g. part‑time work, internships).
• An interest in financial services, insurance or regulation.

Salary: £22,000 per annum

Full‑time: 5 days per week.

Hybrid: 2 days per week in the London office (Lloyd’s/London Market environment), 3 days working from home.

6‑month fixed‑term contract with room to extend for strong performers, and the potential to develop into broader operations roles over time.