Complaints Team Leader

5 days ago


Basingstoke, United Kingdom Reassured Ltd Full time

Company Description

Reassured Ltd is the largest non-advised life insurance intermediary in the UK with established locations in Basingstoke, Portsmouth, Southampton, Manchester, Bristol, Bournemouth and Chester.

We launched our new Advised business offering in 2021 and continue to grow our sales and support teams across the entire business this year. We arrange over 15,000 new customer life insurance policies per month with leading sales conversions and customer satisfaction metrics. The business is outbound, B2C sales from internet generated customer enquiries.

**Job Description**:
**Maternity Cover - 12 month contract**

**Basingstoke/Remote Working**

The Complaints Team Leader will be responsible for the day-to day aspects of the complaint’s activities. You will be responsible for helping us consistently deliver an exceptional service that puts the fair treatment of the customer at the heart of the business. As complaints Team Leader you will inspire, mentor, and lead the complaints handling team to provide a best-in-class complaint handling service. This role will be engaging with customers, colleagues, and management to ensure complaints are fully investigated and that we deliver fair customer outcomes in adherence with FCA regulations.

**Main Duties**
- Ensure all customer complaints are managed in a manner that is compliant with FCA rules and principles
- Manage personal delivery of decisions and recommendations to resolve customer's problems and diffuse potential risks to business reputation and customer satisfaction.
- Maintain central records of complaints and decisions/outcomes with a view to identifying opportunities to improve service to customers. This includes accuracy of data within the Complaints CRM.
- Abide by all regulatory and compliance requirements in carrying out the requirements of the role, informing stakeholders where relevant e.g. Financial Ombudsman Service (FOS).
- Thoroughly analyse Management Information (MI) to identify trends, issues etc, to highlight opportunities for performance improvement.
- Day to day leadership of the complaints team to achieve planned business results for quality and productivity. Lead and develop colleagues to ensure they are both sufficiently skilled and motivated to deliver providing mentoring where needed.
- Liaise with all departments enabling complaints to be resolved.
- Identify the root cause of complaints to reduce these for the future and improve our service to customers to enable the business.

**Qualifications**:
**Skills & Experience**
- Proven experience and expertise in managing complaints within an FCA regulated environment.
- Sound knowledge and understanding of insurance industry within the direct sales environment.
- Excellent interpersonal, verbal and written communication skills.
- Excellent analytical skill with the ability to identify and mitigate risks.
- Strong administrative skills, organisational skills and a keen eye for detail.
- Ability to motivate, inspire and engage other members of the complaints team.
- IT literate - especially with MS Word, Outlook and Excel.
- Customer focused.
- Attention to detail, accuracy and the ability to prioritise to tight deadlines
- Excellent communicator with a calm and patient outlook.
- Commercially aware.
- Ability to take instructions, action them and provide clear upward communication on progress.
- Be self-motivated with a natural desire to achieve and go the extra mile to hit targets.
- Strong presentation skills.
- A clear telephone manner and excellent letter writing ability.
- The ability to communicate with all levels of management, from Board level downwards.
- Proactive, not reactive, approach to work
- The ability to work in a team and lead from the front.
- Thrives on activity and enjoys working in a fast paced environment.
- Punctual, flexible and a positive ‘can-do’ attitude.

Additional Information
**Check us out on**:
Careers Website

Reassured Ltd is an Equal Opportunity Employer with a strong commitment to the achievement of excellence and diversity among its employees.


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