Head of Complaints Assurance

1 month ago


Durham, United Kingdom Spinwell Full time

Role: Head of Complaints Assurance
Contract Length: 6 months
Location: Hybrid/Central London, Lytham, Glasgow or Durham - at least two days a week.
IR35: Inside
Pay Rate to Intermediary: £223 per day

Spinwell is recruiting for a Head of Complaints Assurance for an excellent opportunity within the public sector.

**RESPONSIBILITIES OF THE HEAD OF COMPLAINTS ASSURANCE**
- Responsible for the effective and compliant management of the client complaints procedures for all types of complaints /enquiries, ensuring client manages the reputational and financial risk associated with the final review of complaints prior to escalation to the Financial Ombudsman Service
- Responsible for the ongoing continuous improvement and implementation of the existing Complaints Strategies and Policies
- To be responsible for informing the business through the necessary forums to ensure the customer view is heard and FSA/FCA dispute resolution rules are adhered too under jurisdiction of the financial ombudsman scheme (FOS).
- Responsible for the management of clients reputational risk by having the oversight and responsibility for the complaints management processes for client

**SKILLS/EXPERIENCE OF THE HEAD OF COMPLAINTS ASSURANCE**
- Degree or equivalent NVQ
- 10 years experience of complaint/service recovery handling i.e. FSA dispute resolution rules and the Financial Ombudsman Scheme (FOS)
- Experience of writing policies and procedures to support the complaints management programme
- Proven experience of management and development of people
- Experienced complaint/service recovery handling
- Experience of working in a regulatory/compliance structure
- Experience of customer support/service organisation
- Strong and perceptive analytical skills to determine cause of complex issues, including ability to assess and understand the associated reputational risk posed by serious customer complaints
- Excellent communication, resilience and influencing skills
- Confident decision-making and judgement skills
- Good analytical skills
- Excellent negotiation and presentation skills
- Strong coaching and facilitation skills to develop standards of performance of direct reports and partner colleagues
- Customer service/interaction skills
- Good IT skills e.g. Word; Excel; PowerPoint to level 2
- The ability to develop constructive relationships both within client, business partners and with outside professional bodies
- Ability to assimilate large volumes of written material and make balanced decisions
- An understanding of fraud management and investigation

**Job Types**: Full-time, Temporary contract



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