About This Role

• Manage the resolution of customer and intermediary complaints received by the Diligenta Aviva Account to ensure that they are resolved within the standards.
• Customers and intermediaries who escalate their complaints are dealt with appropriately with appropriate level of empathy.
• Oversee the coaching, training and accrediting of individuals on the Team in handling complaints competently, within FCA guidelines and within prescribed SLAs. Ensure quality audits on work are completed and, if necessary, take action to ensure ongoing compliance with defined quality standards
• Ensure that accurate and complete data is captured about all complaints handled by the team and in a timely manner.
• Analyse the data captured and, with other sources of complaints data, inform and assist servicing departments to identify areas for service improvement and to formulate remedial action plans.  Monitor complaint trends to determine the effectiveness of the actions taken and identify further actions.
• Ensure that due attention is paid to the fair treatment of customers at all times, which will include clear communications, keeping the customer informed and honouring promises made.
• All aspects of performance management of the team.
• Risks are appropriately managed and mitigated

• All critical SLAs to be achieved
• Complaint handlers are coached and mentored to improve quality and customer outcomes.
• Processes and procedures are maintained in line with regulatory requirements for complaint handling.
• Represent the department, when required, in meetings with clients or other parties.
• Complaints are handled in a consistent manner in accordance with FCA DISP rules and our clients’ complaint handling frameworks. 
• Any emerging trends in complaints are monitored with recommendations made on solutions to be developed

• Minimum of 5 GCSE’s to include Maths and English C and above (or equivalent) or relevant experience
• People / Performance Management
• Process Management
• Methodical and logical thinker
• Ability to grasp concepts quickly and turn requirements into end results
• Excellent attention to detail
• Excellent written and verbal communication skills with ability to communicate effectively at all levels and the confidence to challenge when necessary
• Ability to work on own initiative
• Ability to work effectively under pressure to tight timescales
• Able to apply interpretive and creative thinking to work situations
• Able to challenge the status quo and look for new and better ways of delivering
• Flexible, reliable and adaptable
• Good networking skills
• Proven experience in Financial Services.
• Proven experience managing teams.
• Good understanding of Life & Pensions industry
• An in-depth  knowledge of Life & Pensions products (including Mortgage Endowments)
• An in-depth knowledge of FCA Handbook
• Detailed understanding of FCA and FOS requirements and of the UK regulatory framework
• Detailed knowledge of FCA “Dispute resolution rules
• Proven ability in using Microsoft Office

The hiring manager to contact is: Nathan Clifford Email: nathan.clifford@dgaviva.com

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