Customer Experience & Complaints Governance Manager

Further Group is a fast-growing and dynamic company at the forefront of innovation, leveraging cutting-edge technology and a deep understanding of the healthcare sector to deliver turnkey solutions for the treatment of serious medical conditions.

Our company works with insurers, large employers, and affinity organizations worldwide, to accelerate consumer access to the best treatment choices. As the global leader in our field, we are seeking a highly experienced and dynamic individual to join us Customer Experience & Complaints Governance Manager

This role integrates complaints governance , quality management , and customer experience oversight into a single function that ensures the organisation delivers a safe, compliant, data-driven, and continuously improving customer journey .

The postholder will own how customer experience is measured, understood and reported, and will translate insights into actionable change across Customer Service, Product, Medical, Network, Legal, Sales, and Operations.

A key focus is ensuring fair outcomes, robust RCA, regulatory compliance, and improved customer loyalty, retention, and Customer Lifetime Value (CLV). The role requires strong UK regulatory familiarity, including management of vulnerable customers and evidence‑based complaint handling.

As our Customer Experience & Complaints Governance Manager, you'll get to:

1. Independent Complaints Governance & Quality Oversight

• Lead the end-to-end governance of all complaints, ensuring full compliance with FCA DISP complaints-handling rules and UK standards.

• Independently verify that frontline complaint resolutions meet regulatory, clinical, quality, and customer expectations.

• Maintain the system-wide systemic issues log, root‑cause analyses, and complaint trend dashboards for senior management visibility.

• Lead RCA (root cause analysis) across complaints, customer feedback, and operational data to identify friction points, service gaps, churn drivers, and retention levers.

• Coordinate complex complaint investigations with Legal & Compliance, Customer Service, and clinical teams, ensuring accurate evidence gathering and regulatory adherence.

• Coordinate communications and alignment with insurers and reinsurers.

• Draft clear, professional, and DISP‑compliant final responses and ensure customers receive fair, timely, and consistent outcomes.

• Identify and escalate customer, operational, and regulatory risks; provide clear mitigation plans.

• Develop and deliver training materials related to complaints, Consumer Duty, vulnerable customers, customer experience, and quality governance.

• Engage with cross‑functional stakeholders to ensure consistent uptake of insights and corrective actions.

• Ensure alignment with Consumer Duty outcomes across all customer journeys and processes.

• Work closely with Legal & Compliance to ensure readiness for regulatory review or reporting.

1. Customer Feedback, Insights Engine & Continuous Improvement

• Own the organisation’s feedback lifecycle, including NPS strategy, data collection, analysis, and close‑the‑loop processes.

• Integrate feedback across all channels, including portals, medical processes, case management, and digital touchpoints.

• Build and maintain customer journey measurement systems, identifying high‑impact improvement opportunities.

• Translate customer insight into actionable recommendations that support prioritisation across Product, Customer Service, Medical Director, Medical Network, Sales, and other functions.

• Act as the senior customer advocate in cross‑functional forums and governance reviews.

• Enhance and maintain company-wide quality standards, procedures, and communications.

• Lead cross‑functional “autopsy of cases” with Medical Director, Customer Operations, Network and Legal teams to identify improvements spanning both customer and clinical governance.

• Support internal and external audits relating to customer journey, complaints, or clinical processes.

• Integrate management of clinical complaints in partnership with the Medical Management team to ensure appropriate escalation and governance.

• Embed UK best practices related to vulnerable customer management and early identification of risk signals.

1. Oversight & Leadership of Digital Customer Experience Function

• .Manage and mentor the Customer Experience Manager (Digital) responsible for the Trustedoctor portal, feedback tools, customer interfaces, and digital experience optimisation.

• Ensure the organisation delivers a consistent, reliable, and compliant digital customer journey.

• Review, approve, and prioritise CX‑related IT and Product requirements from customer experience prespective.

• Oversee onboarding journeys, platform implementations, release cycles, and digital client communications.

• Ensure collaboration between IT, external IT service providers, and business teams to maintain seamless digital service delivery.

We'd love to meet someone who:

• Quality, regulatory, complaints governance or project management certification preferred (e.g. ISO 10002, Six Sigma, TQM, PMI).

• Experience in regulated health insurance, customer operations, or complaints management.

• Strong expertise in RCA using customer feedback, VoC data, operational metrics and complaints.

• Demonstrated experience handling complaint investigations with regulatory and legal implications.

• Ability to synthesise quantitative and qualitative data (NPS, CSAT, churn, complaints).

• Experience working with CRM/digital platforms, and implementing digital customer experience improvements.

• Strong commercial awareness, particularly relating customer insight to loyalty, retention, and CLV.

• Excellent communication, storytelling, and stakeholder management skills.

• High professionalism, proactive mindset, and ability to work independently.

• Strong empathy, active listening, analytical thinking, and ability to operate effectively under competing priorities.

If this sounds like the ideal job for you, don't hesitate to apply now! We are looking forward to hearing from you!

Further is a certified “Happy At Work” employer. We earned the “We Impact Index” certification along with a Bronze Medal from Ecovadis, demonstrating our dedication to a positive work environment and impactful ESG practices.

We believe passionately that employing a diverse workforce is central to our success. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital, or disability status.