Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role:
* Lead, develop, and motivate your team, ensuring adherence to all people management processes.
* Oversee complaint handlers to ensure fair, prompt, and efficient resolution of complaints, acting as the escalation point for complex cases.
* Ensure compliance with FCA complaint handling rules and internal frameworks.
What you'll be doing:
* Proactively managing work schedules and team skills to meet productivity and quality targets.
* Completing timely and comprehensive performance reviews, identifying training and development needs.
* Managing and developing your team to ensure complaints are handled efficiently, meeting customer, business, and personal targets.
* Identifying and communicating operational factors impacting service delivery, with resolution proposals.
* Managing resources and time effectively to meet department measures, including SLA and FCA reporting.
* Analysing data and management information to anticipate operational issues and taking relevant actions.
* Developing and maintaining high-quality relationships with internal and external customers, including Clients and the Financial Ombudsman Service (FOS).
* Leading your team through business improvement activities and continuous improvement initiatives.
* Ensuring your team understands and contributes to customer and business goals.
* Creating awareness within the team of responsibilities for risk management and compliance.
* Handling complaints in compliance with FCA rules and internal frameworks, preventing potential breaches.
* Escalating compensation payments or decisions exceeding authority levels in a timely manner.
What we're looking for:
* Strong people management, leadership, coaching, and development skills.
* Proven decision-making and problem-solving skills with focus on customer and client.
* Excellent verbal and written communication skills.
* Strong time management and organizational skills in a target-driven environment.
* Ability to quickly learn and apply product and process knowledge.
* Resilience and ability to work under pressure.
* Detailed understanding and practical experience of people management policies and processes.
* Understanding of the Life and Pensions industry is nice to have.
* Knowledge and application of relevant business systems and processes, including workflow.
* Minimum of 3 years' experience in a similar role.
* Proven ability in using Microsoft Word and Excel.
#J-18808-Ljbffr