HL has a fantastic opportunity for a Head of Complaints. You will be reporting to the Chief Operating Officer, and will provide a best-in-class end to end complaint management service. With delegated SMF complaints accountability the role will ensure the regulatory robustness of the end to end complaints journey, ensuring customer complaints are resolved quickly and fairly, managing escalated complaints/issues and will drive insight/action through robust root cause analysis. Delegated certified accountability of the end-to-end process for regulated complaints, including complaints handling and root cause analysis.Evolution of the new complaints management system and associated metric/ performance/ RCA reporting to its full capability.
c50 colleagues and direct management of 5 Complaints functional leads managing regulatory risk expectations & achievement of OKRs.
Drive continuous development and improvement of complaints workflow/processes to maximise balance of complaints per handler and quality metrics.
Managing escalated customer queries and complaints, including executive, press, FCA and other high profile/risk complaints.
Championing best practice in complaints management and client satisfaction within Client Services and in HL's Complaints Community.
Senior point of contact for complaints, escalations, HL incidents and SME regulatory complaints/client outcome expertise in HL.
Own and maintain regulated complaint management framework, policy and all underlying standards/processes incl. for Complaints Community.
Ensure Complaints Community (16 HL areas) fulfil their accountabilities (Identify, Log, Resolve & RCA).
Ownership of FCA regulatory reporting return submissions process and internal socialisation of HL's FCA metric performance vs peers.
Owner of complaints governance meetings and regular reporting of customer complaint metrics/insight to key HL governance forums and stakeholders.
Drive insight and action in root cause analysis of complaints with the complaints community to fix issue for clients to stop future complaints.
Regulatory Knowledge: Deep understanding and experience of the financial services regulatory environment, including relevant regulations, guidelines and laws governing complaints management.
Complaints Management: Extensive and proven experience in managing complaints processes, systems and teams - within financial services or a regulated industry.
Risk Management: Experience with risk management and controls in a complaints and consumer duty environment.
Analytical Skills: Strong analytical skills and experience in identifying strategic themes and trends in complaints and highlighting to drive action to address to improve policy, processes, systems and customer experience.
Voice of the customer at Senior and Executive Leadership level.
Seeking to continuously seek and understand opportunities to improve own teams and across organisations, managing multiple projects and initiatives simultaneously to deliver these.
Stakeholder Management: Critical ability to lead with gravitas and align with a wide range of stakeholders, including regulatory bodies, senior management, leadership, ExCo and customer-facing teams.
Integrity and Ethical Judgment: High ethical standards and integrity in line with regulatory and HL expectations.
A keen eye for detail to ensure compliance and accuracy in complaint handling metrics and external regulatory reporting, being tuned into nuances of peer performances.
Emotional Intelligence: Strong interpersonal skills and emotional intelligence to handle challenging situations and maintain positive relationships with customers and colleagues. For candidates who progress to the next stage, there will be a presentation or assessment to prepare and an online psychometric assessment.
This role is based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. For this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office. We would currently expect you in the office at least 2 days a week.
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.
We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
Discretionary annual bonus* and annual pay review
25 days* holiday plus bank holidays and 1-day additional Christmas closure
Option to purchase an additional 5 days holiday**
Flexible working options available, including hybrid working
Enhanced parental leave
Pension scheme up to 11% employer contribution
Income Protection and Life insurance (4 x salary core level of cover)
Private medical insurance*
Health care cash plans - including optical, dental, and out patientcare
Health screening programme
Help@hand - confidential support including mental health counselling and remote GP
Variety of travel to work schemes with bike storage and shower facilities
Inhouse barista and deli serving subsidised coffee and sandwiches
Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.