Diligenta Careers Internal

About This Role

Summary of the role:

To lead, manage and inspire a team of complaint handlers who investigate and resolve complaints for an automatic enrolment pension scheme product, ensure costumers are treated fairly and service levels are maintained, while ensuring that all costumer complaints are addressed promptly and effectively.

Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.

What you'll be doing:

Work schedule pro-actively managed and team skill levels controlled to meet productivity and quality outcomes
Performance reviews completed timely and comprehensively with training and development needs identified
Team are managed, developed and coached ensuring that complaints have been dealt with promptly, fairly and efficiently. Customer, business and personal targets are met.
Any operational factors which may impact service delivery are pro-actively identified and communicated to Line Manager with proposals for resolution
Resources and own time is managed effectively meeting the department measures including SLA and FCA reporting requirements
All data and management information is analysed effectively anticipating any operational issues, including workflow and quality issues with relevant actions taken or escalated where appropriate
High quality working relationships with internal and external customers such as our Clients and the Financial Ombudsman Service (FOS) are developed any maintained
Team is supported and led through any business improvement activity and continuous improvement initiatives and a smooth transition is achieved
Team understand their customer goals and Diligenta business goals, and how they have contributed to the achievement of these
Awareness created within the team of team responsibilities for risk management and compliance with policies and procedures, and legislative and regulatory requirements
Complaints are handled compliantly in line with FCA complaint handling rules, the Diligenta Complaint Handling Framework and Complaint Quality Framework preventing any potential breaches
Any compensation payments or decisions exceeding own authority levels to the next level are escalated in a timely manner

What we're looking for:

Working knowledge of all Diligenta Life & Pensions products
Understanding of Life and Pensions industry
Knowledge and application of all relevant business systems and processes including workflow
Thorough understanding of complaint handling processes, FCA complaint handling rules and appropriate redress
Understanding of the suitability of the products for individual customer needs for life assurance pensions, FSAVC, Pension
Review and mortgages
Competence in role would typically be achieved through minimum of 3 years experience in role
Proven ability in using Microsoft word and excel

The hiring manager to contact is: Pauline Robertson Email: Pauline.Robertson@diligenta.co.uk

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

Yes

Please note, if you have not liaised with your current manager we will not be able to progress with your application. Attach CV

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