Further Group is a leading company in healthcare innovation, delivering turnkey solutions for serious medical conditions.

We work with insurers, large employers, and affinity organisations worldwide to accelerate consumer access to the best treatment choices.

Customer Experience & Complaints Governance Manager

The 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.

Responsibilities

• 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 i...