Complaints Operations Apprentice
Canopius
Manchester (M2 3BD)
Closes in 14 days (Friday 5 June 2026)
Posted on 22 May 2026
Contents
Summary
To support the Complaints Operations team in the handling of international and domestic complaints while completing a structured apprenticeship programme. The role focuses on learning complaints processes, regulatory requirements, and operational practices through training, coaching, and supervised on the job experience.
- Wage
-
£24,000 a year
- Training course
- Financial services administrator (level 3)
- Hours
-
Monday - Friday, hybrid working, working hours TBC
40 hours a week
- Start date
-
Tuesday 1 September 2026
- Duration
-
2 years
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Support the day-to-day operational activities of the complaints function, including assisting with the logging, tracking, and maintenance of complaint records across multiple jurisdictions
- Assist in monitoring complaint deadlines and regulatory timeframes, escalating any risks or issues to team members where appropriate
- Support communication with internal stakeholders, Lloyd’s, and other external parties by helping to gather information, respond to routine queries, and maintain accurate documentation
- Support management in delivering process improvement and embedding best practice such as delivery of a new AI based tool
- Develop an understanding of regulatory complaint handling requirements for both UK and international complaints, including Lloyd’s and FCA expectations, with guidance from the complaints team
- Assist complaint handlers by supporting case updates, document checks, root cause investigation and quality-related activities under supervision
- Support quality assurance checks relating to information provided by Delegated Claims Authority (DCA) partners, escalating any concerns identified
- Actively participate in apprenticeship training, coaching sessions, and learning activities to build knowledge, skills, and confidence within complaints operations
Where you'll work
100 Barbirolli Square
Manchester
M2 3BD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DAVIES LEARNING SOLUTIONS LIMITED
Training course
Financial services administrator (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Apply professional standards and best practice to support positive outcomes for stakeholders, in accordance with legal, regulatory, and ethical rules and principles.
- Deliver customer service to internal and or external stakeholders that meets their requirements, considering service level agreements, and ethical and financial regulations, such as Treating Customers Fairly (TCF) principles, Know Your Customer (KYC), and identifying and supporting vulnerable customers.
- Collaborate with and support financial services teams with planned and ad-hoc tasks or projects.
- Identify potential risks and align tasks with company guidelines to effectively mitigate risks, escalating where appropriate.
- Escalate issues where appropriate in line with organisational policies, procedures, and legal and regulatory requirements.
- Use digital systems and processes to meet business and customer needs, considering financial services regulatory and governance requirements.
- Handle data safely and securely and share information in compliance with data protection legislation and organisational policy.
- Develop and maintain collaborative and positive relationships with key stakeholders, ensuring a clear understanding of their individual expectations and needs.
- Select and use appropriate communication methods for the audience and circumstances, and convey technical and non-technical information to stakeholders, adapting as needed and in compliance with relevant policies, guidelines, and legislation.
- Use available tools and technique to research, collate, analyse, and present data relevant to their role and audience.
- Plan, organise and prioritise own tasks, managing time and resources effectively.
- Identify opportunities for continuous improvement and recommend solutions to improve processes.
- Apply current and developing sustainable principles and techniques relative to role.
- Participate in training and development activities related to their role, and stay up to date with relevant legal, regulatory, and other changes affecting the industry.
- Work in line with organisational equity, diversity, and inclusion policies.
- Apply professional standards and best practice to support positive outcomes for stakeholders, in accordance with legal, regulatory, and ethical rules and principles.
- Deliver customer service to internal and or external stakeholders that meets their requirements, considering service level agreements, and ethical and financial regulations, such as Treating Customers Fairly (TCF) principles, Know Your Customer (KYC), and identifying and supporting vulnerable customers.
- Collaborate with and support financial services teams with planned and ad-hoc tasks or projects.
- Identify potential risks and align tasks with company guidelines to effectively mitigate risks, escalating where appropriate.
- Escalate issues where appropriate in line with organisational policies, procedures, and legal and regulatory requirements.
- Use digital systems and processes to meet business and customer needs, considering financial services regulatory and governance requirements.
- Handle data safely and securely and share information in compliance with data protection legislation and organisational policy.
- Develop and maintain collaborative and positive relationships with key stakeholders, ensuring a clear understanding of their individual expectations and needs.
- Select and use appropriate communication methods for the audience and circumstances, and convey technical and non-technical information to stakeholders, adapting as needed and in compliance with relevant policies, guidelines, and legislation.
- Use available tools and technique to research, collate, analyse, and present data relevant to their role and audience.
- Plan, organise and prioritise own tasks, managing time and resources effectively.
- Identify opportunities for continuous improvement and recommend solutions to improve processes.
- Apply current and developing sustainable principles and techniques relative to role.
- Participate in training and development activities related to their role, and stay up to date with relevant legal, regulatory, and other changes affecting the industry.
- Work in line with organisational equity, diversity, and inclusion policies.
Training schedule
Financial Services Administrator Level 3.
Requirements
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Analytical skills
- Logical
- Team working
- Initiative
About this employer
Canopius is a global speciality (re)insurer with underwriting operations in Australia, Bermuda, Singapore, the UK and US. They are privately owned and one of the leading insurers in the Lloyd’s of London insurance market.
At Canopius they foster a distinctive, positive culture which enables them to bring their whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results. Canopius operates a flexible, hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued and respected.
After this apprenticeship
There will be opportunities across the business following the apprenticeship.
Ask a question
The contact for this apprenticeship is:
DAVIES LEARNING SOLUTIONS LIMITED
The reference code for this apprenticeship is VAC2000032261.
Apply now
Closes in 14 days (Friday 5 June 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.