Reporting to the Head of Performance, the Customer Experience Lead has responsibility for complaints management and customer outcomes across the UK & Ireland business.
The role operates as a key control function, ensuring complaints insight is translated into actionable improvement across operations, supply chain partners, and client delivery.
Role Purpose
- Act as the single point of ownership for complaints management and customer care
- Position customer feedback as a core performance and governance lever – not a reactive process
- Drive improved customer outcomes through structured insight, root cause analysis, and operational challenge
- Ensure regulatory compliance (FCA / DISP) and audit readiness across all complaint activity
- Align complaints, QA, and MI to provide a joined-up view of business performance and risk
Key Responsibilities
- Lead end-to-end complaints management in line with DISP and internal governance standards
- Act as escalation owner for complex, high-value, or high-risk cases
- Take ownership of sensitive, escalated, and vulnerable customer cases
- Drive a “right first time, customer outcome-led” approach across operational teams
- Develop and own Complaints MI, identifying root cause and emerging trends
- Translate complaints insight into targeted improvement actions and training opportunities
- Act as primary contact for client queries relating to complaints/customer outcomes, supporting alignment between client expectation and operational delivery
- Own positive customer feedback, identifying themes, success drivers, and best practice to inform service improvements and recognise high-performing teams
Additional Responsibilities
- Support wider performance management function initiatives:
- Control environment improvements
- Contribute to projects relating to:
- Supplier/network oversight
- Strong knowledge of UK&I regulatory complaints frameworks/handling best practice
- Proven experience managing:
- Escalated customer issues
- Influence senior stakeholders and operational decisions
- Translate data into actionable insight
- Operate within a governance/control framework
- Strong written communication skills, and attention to detail
The workplace
Since 1932, we’ve been who people turn to in tough times. That’s a huge responsibility. It’s also a
huge opportunity. McLarens is a premier independent loss adjusting and forensic technical services
firm, with a global network that delivers consistently excellent service supported by deep local
expertise.
Our work spans industries and the globe. From disaster relief to aviation, engineering to natural
resources, our people get everything they need to impact lives on a global scale. We take our
development seriously and offer careers that empower our people to strive for bigger goals and
reach new heights. And we’ve got the expertise to help them get there: our Loss Adjusters boast an
average of over 20 years' experience.
We’re building a culture where talent shines. Where ambition is everything. And people come first.
It's your career, so why compromise?
What Drives Us:
At McLarens, our commitments shape every experience- for our clients, our people, and the
communities we serve.
- Purpose: Positively impacting people and communities across the globe.
- Progress: Excellence, expertise, and growth opportunities.
- Place: Our culture of empowerment, support and belonging.
The Benefits:
Our people live by a shared set of values: Excellence, Teamwork, Respect, Knowledge, Thought
Leadership, and Accountability. Together, they contribute to an inclusive culture that will help you
thrive.
Here’s what else we offer:
- Compensation: Competitive salary and performance-related incentives.
Development: Access to technical training, global knowledge-sharing, and career growth
opportunities.
- Wellbeing & Flexibility: Support to balance professional and personal life (e.g., hybrid work,
flexible schedule where applicable).
- Global Exposure: Opportunity to work with colleagues and clients across different countries.
- Inclusive Culture: A collaborative environment where your voice and contribution are valued.
Individual progress, global purpose. It’s all here at McLarens.
Our Company is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, genetic information, religion, national origin, age, disability, veteran status, or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories.
