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Reserv is an insurtech company founded by insurance veterans and backed by Bain Capital and Altai Ventures. The company automates manual claims tasks using AI and automation technology, serving TPAs, insurance technology providers, and adjusters.
You will report to Heather Craig, Head of Risk & Compliance, and lead a team of two Complaints Handlers covering US and UK operations. This is a working people-leader role combining team oversight with hands-on case management. You'll set day-to-day standards for how your team triages and resolves complaints while carrying your own caseload of the most complex and escalated cases—motor and property disputes, regulatory escalations, and investigations requiring experienced judgment.
Key responsibilities include:
**Team Leadership & Development:** Lead two Complaints Handlers across US and UK regions. Set standards for complaint triage, work, and closure. Coach your team on investigation technique and regulatory requirements. As volumes grow and the team splits into dedicated regional functions, help build the leadership bench for future growth.
**Complaint Investigation & Resolution:** Own the most complex and escalated complaints—motor and property claims disputes, coverage and liability questions, and handling/timing issues. Dig into claim files, policy documents, and correspondence to determine what happened, then deliver clear, professional resolutions.
**Regulatory & Escalation Management:** Be the primary contact when complaints escalate to the Financial Ombudsman Service (UK) or state Departments of Insurance (US). Manage both enforcement risk and carrier/MGA relationship risk, ensuring escalations are handled by the book.
**Root Cause Analysis & Reporting:** Identify patterns behind individual complaints—repeat filers, timing gaps, systems issues—and translate findings into actionable insights for claims leaders and the Risk Council.
**Cross-Functional Partnership:** Work with Claims, Product/Engineering, QA, and Compliance to close the loop on complaint insights. Flag process and system fixes, not just individual issues.
**Program & Quality Standards:** Build and maintain complaint-handling standards, records, and processes that keep the organization audit-ready. Ensure FCA reporting compliance and documentation that external auditors can defend.
The role will evolve toward pure people leadership as the team grows and splits by region.
**Requirements:**
- 5+ years handling complex or escalated complaints, ideally within insurance claims (motor and property experience directly relevant)
- Direct experience with regulatory complaint frameworks—FOS, FCA, state DOI processes, or combination thereof
- 2+ years of people-leadership experience
- Proven track record building and delivering executive-level communications
- Strong investigative instincts; comfortable digging into claim files, policy documents, and correspondence to find the real story
- Ability to manage a live portfolio of complex complaints under deadline pressure
- Adjuster license not required; this role focuses on complaint resolution and regulatory judgment, not claims adjusting
- Bachelor's degree preferred (but lack of one shouldn't stop you from applying if you have all other qualifications)
