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Complaints Team Manager
3 months ago
Who are we?
We're a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we're on a collective mission to help the working world thrive.
The roleWhat will you be doing?
Complaints Team ManagerBasingstoke or Dorking
Hybrid - 2 days a week in office
What will you bring?
The Complaints Manager is accountable for the management of complaints and Financial Ombudsman ("FOS") referrals, in compliance with all regulatory rules and guidelines, through the management of the Complaints team. This role acts as a point of escalation as well as ensuring consistency across the team by providing support and guidance as needed. To be successful in this position you will:
- Be able to lead, motivate and develop individuals to achieve success.
- Have the ability to build relationships and influence stakeholders.
- Have an excellent attention to detail with a strong focus on accuracy and consistency.
- Have demonstrated experience of handling difficult customers and providing satisfactory resolution to complaints.
- Manage a root causes analysis process for complaints and recommend improvements in processes or procedures where identified.
- Be accountable for ensuring accurate management information demonstrating fair and timely complaint handling outcomes.
- Be responsible for the turnaround times of all complaints in line with service levels and regulatory requirements.
- Be familiar with the Regulatory regime, the FOS and a basic knowledge of legal principles.
The successful Complaints Team Manager can expect:
- Full training
- Generous Bonus
- Pension scheme
- Life, medical and income Insurance
- Access to remote GP, nutrition coaching, personal training, unlimited mental health support and medical 2nd opinion
- 27 days holiday with the option to buy and sell holiday up to 5 days (plus Bank Holidays)
- Salary sacrifice electric car scheme with free on site electric chargers.
Previous successful applicants have been from backgrounds within financial services or a contact centre environment. You might have demonstrated knowledge of the technical aspects of life and health insurance products, particularly Income Protection.
#LI-Hybrid
#LI-AM1
Why join us?
At Unum, we've created a workplace where people feel supported to progress and grow, and can see their ambitions coming to life.
We've built a supportive, inclusive environment where you can be yourself, whilst also being part of a growing organisation. From charity and volunteer opportunities to career growth, your possibilities are endless.
If you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please send a request to
Company:
Unum UK