Complaints Operations Apprentice

Who Are Canopius?

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.

What Is The Role?

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. 

Responsibilities will include:

• 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. 

What Will You Work Towards?

The role includes completion of a formal apprenticeship programme, supported by structured on-the-job training, coaching, and mentoring from the complaints team. Ongoing development will focus on complaints handling processes, regulatory awareness, quality standards, and stakeholder communication. 

What Skill Are We Looking For?

Essential

• Willingness to learn and develop within a regulated environment.
• Strong attention to detail and ability to follow processes accurately.
• Organised approach to managing tasks and meeting deadlines 
• Good written and verbal communication skills.
• Ability to work collaboratively as part of a team and ask questions when unsure.

Desirable

• An interest in insurance, financial services, or regulatory environments.
• Basic IT skills and confidence using systems and spreadsheets. 

Sanctuary Graduates & Apprentices, and Canopius are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.

We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.