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Head of Complex Complaints

5 months ago

South West, United Kingdom Alexander Mae South West Ltd Full time

**Head of Complex Complaints (Level 4 Diploma)**
**Competitive Salary + £8k Car Allowance + Up to 56% Bonus + Superb Benefits**
**HYBRID WORKING (ideally 2 days office / 3 days home)**

**The Job**:
As Head of Complex Complaints, you will provide leadership and oversight to ensure the efficiency of the day to day operation. You will ensure clients’ complex complaints are resolved fairly, effectively, promptly and in line with regulatory requirements and client outcome philosophy. **The Team comprises of** 2 x Operations Managers 4 x Senior Complaints Advisers and 5 x Complaints Advisers.

**Overall responsibilities**:

- Provides direction and leadership, development, and oversight of both Administration Team and the Complex Complaints Teams
- Sets priorities across the area to ensure efficient operations are maintained across all teams and specifically that regulated complaints are resolved fairly, effectively, promptly and in line with regulatory requirements.
- Acts in line with the FCA conduct standards: to act with integrity, to use due skill, care, and diligence, to be open and cooperative with the FCA and give due regard to the interest of clients and treating them fairly.

**Key Responsibilities of the Job**:

- Set priorities and objectives for Operations Team which ensure operational efficiency whilst assuring quality. Monitor resources, lead by example, work collaboratively, and set clear priorities and objectives which lead to successful and consistent client outcomes and our teams resolving complaints fairly, effectively, and promptly.
- Monitor potential external influences and take appropriate action when unreasonable behaviour from clients or Partners presents a risk to the team or the wider reputation of the company.
- Provide a rewarding working environment which encourages the career development of direct reports and ensures effective management and development structures are in place within Complaints Operations. Address performance Issues promptly and sensitively.
- Provide clear direction and consultancy to the field when our complaints experience dictates that their intervention with an Advisor is required. Communicate effectively and sensitively with those involved when dealing with issues and ensure the appropriate follow up and root cause action Is taken as needed.
- Undertake client or Advisor meetings if required, demonstrating excellent communication skills and ability to liaise with clients, Advisor and Field Management, engaging in challenging conversations calmly.
- Actively participate in internal and external meetings/groups and ability to understand, articulate, and implement any changes or messages as required.
- To stay abreast of industry best practice, ensuring our approach continues to evolve and improve.
- Act as deputy for the Head of Division Complaints and Head of Complex Complaints as required
- Set the right tone, always acting in line with the Group’s code of ethics and relevant regulatory conduct standards, communicating these effectively to direct reports and ensuring the fair treatment of clients, Advisors and colleagues.
- Subject matter expert on complaint handling principles, processes, and regulation.

**The Person**:

- Must have CII Level 4 Diploma in Financial Planning (or equivalent)
- Strong people management experience; Coaches, encourages, and supports others to address current and future development needs
- Extensive experience within the financial services industry, including in respect of regulated complaint handling.
- Excellent understanding of regulated complaint handling within financial services.
- Strong technical knowledge of life, pension, investment and mortgage products, taxation, trusts and IHT planning.
- Ability to use specialist knowledge of the division to provide considered guidance to the business.
- Direct and lead on serious and high-profile complaints Issues and sign-off redress and ex-gratia payments up to £75,000.

**The Hours**: Monday to Friday (35 hours per week)
**The Benefits**: Hybrid & Remote working options, 28 days bank holiday + option to buy more + Bank Holidays, 10% pension rising to 12.5% and 15% after length of service, Life Assurance 10 x death in service, Permanent Health Insurance, Health Screening, Private Medical Insurance, Critical Illness cover, Employee Assistant Programme, optional Dental cover, Cycle to work scheme, Discounted Gym Membership, Local Discounts, SmartTech, Share Incentive Plan, SAYE, Training & Exam feed paid, Maternity, Paternity and Adoption - 26 weeks full pay, Car Allowance, Up to 56% (Company / Personal Performance Bonus)

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Employee stock purchase plan
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Monday to Friday

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