Complaints Journey Officer

4 weeks ago

London, United Kingdom Handelsbanken Full time

Job Introduction
The role holder will be a member of the Handelsbanken Digital team. The Digital team are responsible for the development and ongoing management of the Bank’s digital products and channels, and have the additional responsibility for delivering Business Transformation in line with the Bank’s strategy. Working in close partnership with the technology area to modernise the Bank whilst delivering maximum business value and maintaining the Handelsbanken core values and culture.

The Complaints Journey Officer is a specialised role within the Handelsbanken Digital team, responsible for overseeing complaints handling across the bank. This involves oversight and management of the complaints function which supports branches investigate and resolve complex complaints, providing training and feedback, as well as identifying the root causes for complaints through the production of management information and analysis.

**Key Responsibilities**
- Oversight and line management of the complaints function/team
- Own and maintain local instructions, department instructions and relevant policy documents.
- Business Owner for the Complaints Database and relevant systems used by the team
- Identifies and implements necessary training on complaints management within the bank
- Creates management information detailing trends, root causes and actions required and reports/presents to all relevant stakeholders to help make data lead decisions
- Identify improvement opportunities throughout the customer journey, products, processes and systems to benefit customers and improve overall customer satisfaction
- Engage with stakeholders to influence change and imbed the importance of customers complaints and feedback within the culture for positive change
- Oversee QA and outcome testing for Complaints to identify training needs and ensure customers receive good outcomes in line with TCF principles
- Supports front line staff to investigate and respond to oral and written complaints as well as managing complaints received by the Complaints Officer, Financial Ombudsman Service or CEO
- Act as a consultant or SME for when working on tasks and projects which impact the customer
- Drive change throughout the organisation to develop internal and external processes to improve the outcomes of customers and help mitigate systemic and reoccurring issues that are a source of complaints for the bank
- Co-ordinate and manage regulatory and internal reporting
- Ownership the e-learning module and identify additional training requirements, including the design and delivery of any additional training
- Work with external organisations who may be able to help the bank better support it’s Complaints Handling Process.

**Role requirements**
- Leadership experience
- Professional competence and relevant experience in Complaints Handling, including relevant regulations (e.g. DISP, Consumer Duty, TCF etc).
- A good understanding of matters relating to the customer experience and customer centricity
- Strong technical abilities, worked with Microsoft Teams, Excel and Powerpoint
- Excellent verbal and written communication skills with the ability to analyse, articulate and present complex issues clearly and concisely
- Good presentation skills
- Good Interpersonal skills and the ability to build strong professional relationships at all levels and represent Handelsbanken effectively
- Integrity and discretion
- Ability to work well under pressure
- Attention to detail and an organised approach to work
- Self disciplined and shows initiative
- Good teamwork and collaborative skills

**Compliance with the 6 conduct rules**:

- Act with integrity;
- Act with due skill, care and diligence;
- Be open and co-operative with the FCA, PRA and other regulators;
- Pay due regard to the interests of customers and treat them fairly;
- Observe proper standards of market conduct.
- Act to deliver good outcomes for retail customers.

**Core Values**:

- Is business-oriented and focuses on the customer.
- Takes a long-term approach.
- Has the courage to make decisions.
- Is innovative and proactive.
- Takes responsibility for their own development.
- Has high ethical and moral standards.
- Likes good administrative order.
- Collaborates with others to achieve joint goals.
- Contributes to the development of operations and colleagues.

**Competencies**
- Actively builds relationships
- Embraces change and technology
- Acts in accordance to Handelsbanken's culture
- Creates business value
- Role specific regulations
- Risk management, Governance and Controls

About The Company
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and no

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