Complaints Resolution Team Leader
Posted 3 days ago
- Bromley Common, Greater London
- Any
- External
- Expires In 3 months
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 companys 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:
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
About us
Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.
What we do
We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley.
TPBN1_UKTJ
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 companys 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:
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
About us
Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.
What we do
We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley.
TPBN1_UKTJ