Complaints Resolution Team Leader
Bromley, Kent
Competitive Salary
10-month fixed term contract
As our Complaints Resolution Team Leader, you will be leading a team of three being responsible for the development, implementation, and maintenance of the company’s Complaints Handling Framework. You are responsible for ensuring that complaints are dealt with appropriately in a timely manner in line with regulatory requirements with customers receiving good outcomes meeting the Consumer Duty.
Your day to day will include:
1. Ensuring the delivery of service standards, meeting regulatory requirements and delivering good customer outcomes by the Complaints Resolution Team throughout the complaints handling process.
2. Ensuring the complaints handling process appropriately supports vulnerable customers, adapting for specific complaints to ensure good customer outcomes.
3. Producing complaints MI.
4. Completing monthly Root Cause Analysis of all complaints, ensuring appropriate actions are taken.
5. Escalating to key stakeholders any risks identified.
6. Reviewing and providing sign off for complex complaint responses.
7. Overseeing the complaints management system.
8. Developing the reporting process from the complaints management system to...