Head of Complaints Assurance

2 weeks ago


Durham, United Kingdom Morgan Law Full time

Head of Complaints Assurance

Morgan law are excited to be working with a Central Government client helping them recruit for a new Head of Complaints Assurance. The role is initially for six months and is likely to be extended, you would be expected on site 2 days a week. The post-holder will be responsible for leading customer service involvement in change programmes generated by product /business areas with a customer impact element.

You will be responsible for effective and compliant management of the complaints procedures for all types of complaints / enquiries, ensuring the reputation and financial risk associated with the final review of complaints.

Key Responsibilities:

- Establish benchmarking and best practice capability to create market leading’ complaint capability across the board, with the ability to benchmark ourselves against other financial organisations.
- To be responsible for analysing FCA consultation papers in respect of complaint handling, assessing the impact and making recommendations to relevant committees.
- Building and managing a correspondence team of circa 4 staff to specifically deal with escalated complaints.
- Work with retail experience to ensure the brand “tone of voice” and “brand messaging” standards are adopted by all complaints handling staff - enabling key customer experience principles to be observed by all stakeholders.

About you:

- Proven experience of management and development of people
- Experience of working in a regulatory/compliance structure



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