Head of Complaints

Job Introduction
As the owner and custodian of the SSL Complaints Framework, I will be responsible for the handling all complaints received by SSL Operations, as well as indirectly responsible for delegated complaints.

As complaints head, I will be accountable for ensuring that all complaints are handled within a timely and compliant manner, including the front-line customer facing teams, as well as the specialist complaint handling teams. I will be the representative and customer brand ambassador who focuses on ensuring an exceptional customer experience whilst also protecting the business and Saga’s brand

Main Responsibilities
- Delegated responsibility from SMF as CF (Certified Function holder) for Complaints (OR10) including responsibility for all FCA regulated reporting on a 6-monthly basis
- Overall owner for the SSL Complaints Framework and its governance structure and operating model. Responsibilities as the Framework custodian includes:

- Working in partnership with stakeholders to implement and embed an appropriate culture that promotes an understanding and knowledge of regulation of complaints, ensuring adherence and compliance to the framework
- Overseeing the day-to-day management, maintenance, adherence to and ownership of the Complaints Framework
- Maintaining records of the current and previous versions of the Framework and any associated forms; and communicating any updates and changes accordingly
- Proactively identifying improvements to the design, performance, and reporting on the Complaints Framework. Monitoring and acting on recommendations from Internal Audit and Regulatory Risk
- Change management of any proposed changes (internal improvements and regulatory developments) to the Framework
- Providing continual oversight and file reviewing with feedback on successes and gap
- Responsible for the handling of all complaints received by SSL Operations, and indirectly responsible for those complaints handled under delegated authority (i.e., Saga Travel/Cruises). This includes the operational performance of the specialist complaints teams (CRD) for SSL as well as oversight and accountability for our front-line complaints captured in the contact centre or through the online journey
- Accountable for ensuring that all complaints are handled in a timely manner and in an appropriate and compliant way in accordance with the Complaints Framework. Supporting and empowering teams to deliver the right outcomes quickly and efficiently - protecting brand and customer satisfaction
- Overseeing the day-to-day activities of the complaints team and acting as an interface between the business, senior management, and various support functions for complaints
- Owner of the high-profile complaints process including CEO, Media, and FOS cases
- Working with the Complaints RCA lead to provide accurate and timely complaint insight to senior management and committees using Root Cause Analysis techniques. Ensuring that management information (MI) reporting, and Root Cause Analysis of complaints is undertaken to a high standard, providing insight and continuous improvement opportunities to the business
- Knowledge in operational management, ideally within the insurance or financial services
- Proven experience in leading customer facing teams and a track record of customer excellence and performance against KPI’s
- Experience in building, modifying, and maintaining policy and procedures
- Understanding elements required to deliver an effective complaints operating model i.e., Training & Competence, Culture, Policy process & procedure, Governance, Quality Assurance, RCA, MI, systems, and infrastructure. Using that understanding to build effective roadmaps and plans with a focus on timely and well evidenced execution
- Experience at forming and delivering strategic roadmaps including training, quality assurance and RCA annual plans

About The Company

And some helpful tips should you be invited to interview:
When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme.

**_To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged _**_on_**_ the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs._**

L1-Remote

Package Description
The standard