Hybrid Complaints Operations Administrator – School Leaver

at G MASS Consulting

• Job title: Complaints Operations Administrator – School Leaver
• Job type: Contract
• Experience level: Mid level, Senior
• Salary: £22,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, London, United Kingdom

About the role

• Entry-level administrative role managing complaints within Lloyd's of London market. Requires strong organization skills and the ability to maintain accurate records within regulatory timeframes.

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.

Requirements

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

Benefits

• 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.