About This Role
Summary of the role
To manage the operational day to day activity within the Complaints Department in line with agreed SLA's, company policies and procedures in order to meet the regulatory requirements for complaint handling.
To lead, develop, coach and motivate your Team Leaders to lead their teams to ensure that all complaints are dealt with fairly, promptly and efficiently and act the escalation point for complex complaints.
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 will be doing
- Complaints team culture is developed and maintained to achieve fair customer outcomes in line with the "Diligenta Way".
- Meet and where possible exceeded the KPIs and SLAs for productivity and quality outcomes for the department
- Risk and control framework in place and managed effectively
- All resources are managed effectively across the department, with multi-skilled workforce creating flexibility
- All employees performance is managed through the deployment of company people management processes to ensure business goals are achieved
- Performance reviews for direct reports completed timely and comprehensively with training and development needs identified with direct reports working to achieve their full potential through operational objectives that drive business performance
- Client Governance meetings attended on a monthly basis providing assurance that Diligenta complaint handling process is compliant and managed effectively
- Contributed to the implementation of strategic initiatives as required
- Ensure that complaints are handled in line with FCA complaint handling guidelines, the Diligenta Complaint Handling Framework and Complaint Quality Framework
- Act as point of contact for governance and associated third party stakeholders e. FCA and the Financial Ombudsman Services for all complaint related business matters
What we are looking for
- Complaints or similar management experience gained in a financial services organisation (at least 3 years)
- Good understanding of FCA and Financial and Pension Ombudsman requirements and of the UK regulatory framework
- Good understanding of FCA "Disp" rules
- Proven ability in using Microsoft word and excel and PowerPoint packages
The hiring manager to contact is: Angus Macdonald
Email: angus.macdonald@diligenta.co.uk
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