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.
This is a fixed term contract for 10 months.
Your day to day will include:
* Ensuring the delivery of service standards, meeting regulatory requirements and delivering good customer outcomes by the Complaints Resolution Team throughout the complaints handling process.
* Ensuring the complaints handling process appropriately supports vulnerable customers, adapting for specific complaints to ensure good customer outcomes.
* Producing complaints MI.
* Completing monthly Root Cause Analysis of all complaints, ensuring appropriate actions are taken.
* Escalating to key stakeholders any risks identified.
* Reviewing and providing sign off for complex complaint responses.
* Overseeing the complaints management system.
* Developing the reporting process from the complaints management system to ensure it is efficient and provides the senior stakeholders with appropriate information.
* Regularly maintaining and reviewing the Complaints Risk Register.
* Ensuring continuous improvement and consistency through the analysis of Quality Assurance outcomes.
* Driving education and awareness of complaints good practices across the organisation, developing and delivering training as appropriate.
Working hours are 35 hours a week Monday to Friday. Start times can vary from 8am to 9.30am. After a successful training period there is flexibility to work from home up to 2/3 days a week.
What we require
* Significant complaint resolutions experience
* Demonstrable experience of managing a team
* Good understanding of the FCA/PRA rules and guidelines in relation to complaints handling
* Knowledge of Conduct Risk and Consumer Duty regulations.
* Excellent customer service skills
* Solution and delivery focused
* Able to look at root cause analysis and facilitate recommended changes to ensure a good outcome for the customer.
* Ability to build strong relationships with key stakeholders across the business at all levels.
* Innovative and able to drive change to strengthen policies, processes and procedures.
* Proficient in data analysis and reporting tools
What we offer you
* Company Bonus up to 10% dependent on your performance and company performance
* 28 days holiday plus bank holidays
* Life Assurance (4x pensionable earnings)
* Contributory Pension scheme (company contribute up to 10%)
* Season Ticket Loan
* 1 days paid charitable work day
* Employee Assistance Programme
INDAD