Technical & Regulatory Complaints Consultant

4 months ago

StokeonTrent, United Kingdom Davies Group Full time

**Why would you join Davies?**

At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work You will be valued and supported and receive excellent benefits including but not limited to:

- Reward platform - discounts for over 800 retailers
- 25 days holiday (rising with service plus option to purchase up to 5 extra days a year)
- Development, training, and professional qualifications

Responsible for supporting the Customer Relations Team with the management of complex, regulatory and high profile/sensitive complaints received into the team. To provide support to Team Leaders by handling escalations and liaising with clients and external bodies, such as the Financial Ombudsman Service. This role is crucial in investigating and intervening on claims to ensuring required remedial actions are taken to resolve complaints. You will be an integral part of Customer Relations and will support management in ensuring client and regulatory obligations are met.

**What will your day look like**:

- Support Customer Relations Management in the investigation and resolution of escalated complaints where CEO/senior management team are involved, ensuring a timely and appropriate resolution is reached
- Responsible for managing all Financial Ombudsman Service responses - challenging where valid/appropriate and ensuring all required remedial actions are taken and compensation paid
- Maintain an accurate record of all regulatory complaints, including outcomes and categorisation to aid our reporting of FOS/Lloyds complaints to clients
- Responsible for managing technical, complex and dated complaints to ensure that progress is being made and engagement from relevant areas of the business is achieved
- Support Team Leaders in client management, by attending client review meetings, providing information and context in regard to regulatory complaints and building strong relationships with counterparts in client organisation
- Act as a reference point for the Customer Relations team for support and guidance in relation to regulated/complex complaints
- Generate weekly/monthly client complaints reports to agreed format and SLA
- Ensure we are maximising cost recovery opportunities in respect to Compensation payments, liaising with relevant business units to minimise cost incurred by DMS in relation to complaint resolution
- Ensure Key Performance Indicator targets are reached and maintained
- Monitor and track root cause analysis and highlight trends and areas of improvement to be fed back to Claims teams

**Abilities And Knowledge**:

- 5 GCSE’s grade A-C including Maths & English
- At least 2 years experience of a Customer Relations environment
- Knowledge of in-house systems
- Good Microsoft Office skills
- Excellent verbal and written communication skills
- Excellent time management
- Excellent attention to detail
- Excellent telephone manner
- Ability to multi-task and prioritise work load
- Good listening skills

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