Technical & Regulatory Complaints Consultant

2 weeks ago

StokeonTrent, Stoke-on-Trent, United Kingdom Keoghs LLP Full time

Technical & Regulatory Complaints Consultant

Stoke-On-Trent

37.5 hours per week

Why would you join Davies?
At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work You will be valued and supported and receive excellent benefits including but not limited to:

  • Reward platform
  • discounts for over 800 retailers
  • 25 days holiday (rising with service plus option to purchase up to 5 extra days a year)
  • Development, training, and professional qualifications


Responsible for supporting the Customer Relations Team with the management of complex, regulatory and high profile/sensitive complaints received into the team.

To provide support to Team Leaders by handling escalations and liaising with clients and external bodies, such as the Financial Ombudsman Service.

This role is crucial in investigating and intervening on claims to ensuring required remedial actions are taken to resolve complaints.

You will be an integral part of Customer Relations and will support management in ensuring client and regulatory obligations are met.


What will your day look like:

  • Support Customer Relations Management in the investigation and resolution of escalated complaints where CEO/senior management team are involved, ensuring a timely and appropriate resolution is reached
  • Responsible for managing all Financial Ombudsman Service responses challenging where valid/appropriate and ensuring all required remedial actions are taken and compensation paid
  • Maintain an accurate record of all regulatory complaints, including outcomes and categorisation to aid our reporting of FOS/Lloyds complaints to clients
  • Responsible for managing technical, complex and dated complaints to ensure that progress is being made and engagement from relevant areas of the business is achieved
  • Support Team Leaders in client management, by attending client review meetings, providing information and context in regard to regulatory complaints and building strong relationships with counterparts in client organisation
  • Act as a reference point for the Customer Relations team for support and guidance in relation to regulated/complex complaints
  • Generate weekly/monthly client complaints reports to agreed format and SLA
  • Ensure we are maximising cost recovery opportunities in respect to Compensation payments, liaising with relevant business units to minimise cost incurred by DMS in relation to complaint resolution
  • Ensure Key Performance Indicator targets are reached and maintained

Abilities and Knowledge:

  • 5 GCSE's grade A-C including Maths & English
  • At least 2 years experience of a Customer Relations environment
  • Knowledge of inhouse systems
  • Good Microsoft Office skills
  • Excellent verbal and written communication skills
  • Excellent time management
  • Excellent attention to detail
  • Excellent telephone manner
  • Ability to multitask and prioritise work load
  • Good listening skills

A bit about Davies:


We are a global team of more than 6,500 professionals and growing, operating across the UK, Ireland, the US, Canada & Bermuda.

Specialising in professional services and technology firms, working in partnerships with leading insurance, which are highly regulated, global businesses.

We are a multi award-winning specialist professional services and technology business.

We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation & change management.


Our values:

Davies is a community of outstanding people. We welcome different perspectives, support each other's ambitions, and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

We are
Dynamic - We readily adapt to the changing environment. We strive for what's next.

We relentlessly seek more:
for our business, our clients, our colleagues, and our communities.

We are
Innovative - We are solution-focused. We have an entrepreneurial mindset. We are empowered to discover new paths.

We
Succeed together - We support each other to grow. We value different perspectives, ideas, and experiences. We make an impact in our communities.

We are
Connected - We are united under one mission. We believe in the power of Davies to make a difference. We are greater than the sum of our parts.

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be just

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