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Technical & Regulatory Complaints Consultant, Stoke-on-Trent
Client:
Davies
Location:
Stoke-on-Trent, United Kingdom
Job Category:
Consulting
EU work permit required:
Yes
Job Reference:
76c34b85c0dd
Job Views:
4
Posted:
16.03.2025
Expiry Date:
30.04.2025
Job Description:
Description
Hours: Full-Time, 37.5 hours per week Monday - Friday
Location: Stoke-on-Trent
Responsible for supporting the Customer Relations Team with the management of complex, regulatory and high profile/sensitive complaints received into the team. To provide support to Team Leaders by handling escalations and liaising with clients and external bodies, such as the Financial Ombudsman Service. This role is crucial in investigating and intervening on claims to ensuring required remedial actions are taken to resolve complaints. You will be an integral part of Customer Relations and will support management in ensuring client and regulatory obligations are met.
What will your day look like:
* Support Customer Relations Management in the investigation and resolution of escalated complaints where CEO/senior management team are involved, ensuring a timely and appropriate resolution is reached
* Responsible for managing all Financial Ombudsman Service responses – challenging where valid/appropriate and ensuring all required remedial actions are taken and compensation paid
* Maintain an accurate record of all regulatory complaints, including outcomes and categorisation to aid our reporting of FOS/Lloyds complaints to clients
* Responsible for managing technical, complex and dated complaints to ensure that progress is being made and engagement from relevant areas of the business is achieved
* Support Team Leaders in client management, by attending client review meetings, providing information and context in regard to regulatory complaints and building strong relationships with counterparts in client organisation
* Act as a reference point for the Customer Relations team for support and guidance in relation to regulated/complex complaints
* Generate weekly/monthly client complaints reports to agreed format and SLA
* Ensure we are maximising cost recovery opportunities in respect to Compensation payments, liaising with relevant business units to minimise cost incurred by DMS in relation to complaint resolution
* Ensure Key Performance Indicator targets are reached and maintained
Knowledge and Abilities:
* At least 2 years experience of a Customer Relations environment
* Knowledge of in-house systems
* Excellent verbal and written communication skills
* Excellent attention to detail
* Excellent telephone manner
* Ability to multi-task and prioritise work load
Benefits:
* Pension, 5% employee and 5% employer contribution
* Life assurance: x4
* Cycle to Work Scheme
* Enhanced maternity, paternity and adoption pay
* Flexible working; hybrid, work from home or join a collaborative office space
* 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses. We help our clients to manage risk, operate their core business processes, transform and grow. Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years, Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service.
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