Complaints Team Leader

2 weeks ago

Liverpool, United Kingdom Cashplus Full time

**Who we are**
- Cashplus is a leading UK challenger bank for small businesses. We offer faster, smarter, simpler current accounts for the entrepreneurs, independent businesses and consumers that power the UK economy, yet are too often overlooked by high street banks. Since 2005, we’ve created easier ways for more than 1.6m customers to pay, bank and borrow through our user-friendly digital platform. We understand what our customers need - time and money to run their businesses and live their lives - and our secure, innovative products are designed to help, where others can’t or won’t. A true fintech pioneer, we are a fast-growing and credible UK challenger bank.

**Our Values & Behaviours**
- Cashplus puts the fair treatment of customers at the heart of our business model. Our business goals are:

- 1. Becoming a bank that customers love
- 2. Developing brilliant, sustainable products
- 3. Earning an outstanding reputation

**Cashplus values are**:

- We innovate with purpose
- We are upfront
- We do it right
- We are all in

**The Role Is**

The Complaints Team Leader plays a vital role in the day-to-day management of the team who provide a seamless complaint service to our customers received through a variety of channels.

The role holder will be ‘hands on’ with complaint handling and day to day management of Financial Ombudsman Complaints to support the team when required and deputise for Head of Complaints when needed.

**Team hybrid working style**

We are very proud to offer one of the most flexible hybrid working arrangements in the industry The expectation for this role, will involve working out of one of the healthiest workspaces for mental health and physical wellbeing in the UK You will be required to work out of the Spine building in Paddington village three days a week with compulsory days Tuesday and Thursday but the 3rd day is flexible.

**Key Responsibilities**

**People Management and Development**
- Develop people through Coaching, mentoring and wellbeing support
- Training and personal development plan design and delivery
- Hold monthly, mid-year and annual performance reviews
- Build and manage effective relationships with key stakeholders
- Manage a Rota, forecast and capacity plan to maintain an effective resource pool

**Ensure Complaint Handling process is completed within regulatory timescales
- Communicate with eligible complainants to aim to resolve complaints informally where possible
- Acknowledge complaints which can’t be resolved informally
- Complete investigations liaising with appropriate business areas to provide a full and final response in writing to complainants within regulatory timescales
- Manage complaints escalated to the Financial Ombudsman Service communicating effectively in a timely and professional manner and challenging where appropriate

***

**Use Root Cause Analysis to drive Continuous improvement**
- Use Root Cause analysis of Complaint Investigations to highlight areas for improvement across various business areas in a constructive manner, support solutions and track through to resolution with Key Stakeholders

**Collate and produce Management Information & Analysis suitable for presentation to Senior Executives**
- Maintain daily, weekly and monthly MI for the Complaints Team
- Monthly Complaints MI collated for various internal Stakeholders and for relevant Compliance Committees
- Bi-annual benchmarking Analysis completed using FCA and FOS shared data

**Risk and Control Management
- Identify and manage risks thoroughly and always within risk appetite
- Ensure all processes and procedures are built to create the right outcome
- Foster a risk management culture with strong, effective controls
- Engagement in regular risk and assurance reviews
- Complete monthly Quality & Outcome Testing to support Consumer Duty requirements
- Maintain an awareness through Horizon scanning on industry changes related to Complaints and take appropriate actions to align internal processes
- Complete monthly ERMF risk register pertaining to the area’s performance

**You'll Need to Have**

**Essential**

**Essential**
- Proven team management and leadership experience working in operational environments within financial services
- Previous Complaint handling experience and experience dealing with Financial Ombudsman Service
- Understanding of regulatory expectations governing the support of Complaint management
- Strong oral and written communication skills
- Able to work compliantly to defined standards in a high-volume fast-moving environment
- Ability to produce factual, informative management information

**Desired**
- Experience and knowledge of UK and International Payment channels and working knowledge of financial service industry typologies, associated legislation and regulatory requirements.
- Experience of delivering operational change to meet changes in regulation or to improve customer outcome
- Ability to adapt to a new team environment and be

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