Complaint Team Leader

3 days ago

Peterborough, Peterborough, United Kingdom Diligenta Full time

About Diligenta

Diligenta is a leading provider of life and pensions administration services, committed to delivering exceptional customer experiences and transforming our clients' operations.

Job Summary

We are seeking an experienced Complaint Team Leader to join our team. As a key member of our customer service team, you will be responsible for leading, developing, and motivating your team to ensure fair, prompt, and efficient resolution of complaints.

Key Responsibilities

  • Lead and develop your team to ensure adherence to all people management processes.
  • Oversee complaint handlers to ensure compliance with FCA rules and internal frameworks.
  • Manage and develop your team to meet customer, business, and personal targets.
  • Proactively manage work schedules and team skills to meet productivity and quality targets.
  • Complete timely and comprehensive performance reviews, identifying training and development needs.
  • Manage resources and time effectively to meet department measures, including SLA and FCA reporting.
  • Analyze data and management information to anticipate operational issues and take relevant actions.
  • Develop and maintain high-quality relationships with internal and external customers, including clients and the Financial Ombudsman Service (FOS).
  • Lead your team through business improvement activities and continuous improvement initiatives.
  • Ensure your team understands and contributes to customer and business goals.
  • Create awareness within the team of responsibilities for risk management and compliance.
  • Handle complaints in compliance with FCA rules and internal frameworks, preventing potential breaches.

Requirements

  • Strong people management, leadership, coaching, and development skills.
  • Proven decision-making and problem-solving skills with a focus on customer and client.
  • Excellent verbal and written communication skills.
  • Strong time management and organizational skills in a target-driven environment.
  • Ability to quickly learn and apply product and process knowledge.
  • Resilience and ability to work under pressure.
  • Detailed understanding and practical experience of people management policies and processes.
  • Understanding of the life and pensions industry is a plus.
  • Knowledge and application of relevant business systems and processes, including workflow.
  • Minimum of 3 years' experience in a similar role.
  • Proven ability in using Microsoft Word and Excel.

  • Complaint Team Leader

    6 days ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    About DiligentaDiligenta is a leading provider of life and pensions administration services, committed to delivering exceptional customer experiences and transforming our clients' operations.Job SummaryWe are seeking an experienced Complaint Team Leader to join our team. As a key member of our operations team, you will be responsible for leading, developing,...

  • Complaint Team Leader

    1 week ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    About DiligentaDiligenta is a leading provider of life and pensions administration services, committed to delivering exceptional customer experiences and transforming our clients' operations.Job SummaryWe are seeking an experienced Complaint Team Leader to join our team. As a key member of our operations team, you will be responsible for leading, developing,...

  • Complaints Resolution Specialist

    4 days ago

    Peterborough, Peterborough, United Kingdom The Recruitment Co. Full time

    Job Title: Complaints AdvisorCompany: The Recruitment Co.Job Summary:We are seeking a skilled Complaints Advisor to join our team at The Recruitment Co. As a Complaints Advisor, you will be responsible for managing and resolving customer complaints efficiently and effectively.Key Responsibilities:Manage and resolve customer complaints in a timely and...

  • Complaints Resolution Specialist

    4 days ago

    Peterborough, Peterborough, United Kingdom The Recruitment Co. Full time

    Job Title: Complaints AdvisorCompany: The Recruitment Co.Job Summary:We are seeking a skilled Complaints Advisor to join our team at The Recruitment Co. As a Complaints Advisor, you will be responsible for managing and resolving customer complaints efficiently and effectively.Key Responsibilities:Manage and resolve customer complaints in a timely and...

  • Liability Claims Team Leader

    4 days ago

    Peterborough, Peterborough, United Kingdom Aston Charles Full time

    Job Title: Liability Claims Team LeaderJob Type: PermanentSector: General InsuranceSpecialism: Claims, CommercialLocation: RemoteSalary Range: Attractive salary plus benefitsJob Overview:Aston Charles is seeking an experienced Liability Claims Team Leader to join our team. As a Liability Claims Team Leader, you will be responsible for managing a team of...

  • Liability Claims Team Leader

    4 days ago

    Peterborough, Peterborough, United Kingdom Aston Charles Full time

    Job Title: Liability Claims Team LeaderJob Type: PermanentSector: General InsuranceSpecialism: Claims, CommercialLocation: RemoteSalary Range: Attractive salary plus benefitsJob Overview:Aston Charles is seeking an experienced Liability Claims Team Leader to join our team. As a Liability Claims Team Leader, you will be responsible for managing a team of...

  • Complaints Resolution Specialist

    1 day ago

    Peterborough, Peterborough, United Kingdom The Recruitment Co. Full time

    Job Title: Complaints AdvisorJob Summary:The Recruitment Co. is seeking a skilled Complaints Advisor to join our team. As a Complaints Advisor, you will be responsible for managing and resolving customer complaints efficiently and effectively.Key Responsibilities:Complaint Handling:Receive and log customer complaints through various channels.Conduct thorough...

  • Complaints Resolution Specialist

    1 day ago

    Peterborough, Peterborough, United Kingdom The Recruitment Co. Full time

    Job Title: Complaints AdvisorJob Summary:The Recruitment Co. is seeking a skilled Complaints Advisor to join our team. As a Complaints Advisor, you will be responsible for managing and resolving customer complaints efficiently and effectively.Key Responsibilities:Complaint Handling:Receive and log customer complaints through various channels.Conduct thorough...

  • Complaints Resolution Specialist

    4 days ago

    Peterborough, Peterborough, United Kingdom The Recruitment Co. Full time

    Job Title: Complaints AdvisorJob Summary:The Recruitment Co. is seeking a skilled Complaints Advisor to join our team. As a Complaints Advisor, you will be responsible for managing and resolving customer complaints efficiently and effectively.Key Responsibilities:Complaint Handling:Receive and log customer complaints through various channels.Conduct thorough...

  • Complaints Resolution Specialist

    5 days ago

    Peterborough, Peterborough, United Kingdom The Recruitment Co. Full time

    Job Title: Complaints AdvisorJob Summary:The Recruitment Co. is seeking a skilled Complaints Advisor to join our team. As a Complaints Advisor, you will be responsible for managing and resolving customer complaints efficiently and effectively.Key Responsibilities:Complaint Handling:Receive and log customer complaints through various channels.Conduct thorough...

  • Complaint Resolution Specialist

    13 hours ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    Job DescriptionJob Title: Complaint Resolution SpecialistJob Summary:Diligenta is seeking a highly motivated and customer-focused Complaint Resolution Specialist to join our team. As a Complaint Resolution Specialist, you will be responsible for handling customer complaints with empathy and professionalism, providing exceptional customer service, and...

  • Complaint Resolution Specialist

    10 hours ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    Job DescriptionJob Title: Complaint Resolution SpecialistJob Summary:Diligenta is seeking a highly motivated and customer-focused Complaint Resolution Specialist to join our team. As a Complaint Resolution Specialist, you will be responsible for handling customer complaints with empathy and professionalism, providing exceptional customer service, and...

  • Complaint Resolution Specialist

    4 days ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    Job Summary:Diligenta is seeking a highly motivated and customer-focused individual to join our team as a Complaint Resolution Specialist. As a Complaint Resolution Specialist, you will be responsible for handling customer complaints with empathy and professionalism, providing exceptional customer service, and working closely with our team to resolve issues...

  • Complaint Resolution Specialist

    4 days ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    Job Summary:Diligenta is seeking a highly motivated and customer-focused individual to join our team as a Complaint Resolution Specialist. As a Complaint Resolution Specialist, you will be responsible for handling customer complaints with empathy and professionalism, providing exceptional customer service, and working closely with our team to resolve issues...

  • Complaint Resolution Specialist

    7 days ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    Job Summary:Diligenta is seeking a highly motivated and customer-focused individual to join our team as a Complaint Resolution Specialist. As a Complaint Resolution Specialist, you will be responsible for handling customer complaints with empathy and professionalism, providing exceptional customer service, and resolving issues in a timely and efficient...

  • Complaint Resolution Specialist

    6 days ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    Job Summary:Diligenta is seeking a highly motivated and customer-focused individual to join our team as a Complaint Resolution Specialist. As a Complaint Resolution Specialist, you will be responsible for handling customer complaints with empathy and professionalism, providing exceptional customer service, and resolving issues in a timely and efficient...

  • Customer Service Team Leader

    3 weeks ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    About Diligenta Diligenta is a leading provider of platform-based life and pensions administration services. We are committed to delivering exceptional customer service and transforming our clients' operations. Our company culture is built on positive change, development, and employee well-being. Summary of the Role As a Customer Service Team Leader, you...

  • Complaint Resolution Specialist

    3 days ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    About the RoleWe are seeking a highly skilled Complaint Resolution Specialist to join our team at Diligenta. As a Complaint Resolution Specialist, you will be responsible for handling customer complaints with empathy and professionalism, ensuring timely resolution of issues while maintaining high customer satisfaction.Key ResponsibilitiesHandle customer...

  • Complaint Resolution Specialist

    3 days ago

    Peterborough, Peterborough, United Kingdom Diligenta Full time

    About the RoleWe are seeking a highly skilled Complaint Resolution Specialist to join our team at Diligenta. As a Complaint Resolution Specialist, you will be responsible for handling customer complaints with empathy and professionalism, ensuring timely resolution of issues while maintaining high customer satisfaction.Key ResponsibilitiesHandle customer...

  • Complaint Resolution Specialist

    7 days ago

    Peterborough, Peterborough, United Kingdom DILIGENTA Full time

    Job DescriptionJob Title: Complaint Resolution SpecialistJob Summary:Diligenta is seeking a skilled Complaint Resolution Specialist to join our team. As a Complaint Resolution Specialist, you will be responsible for handling customer complaints with empathy and professionalism, ensuring timely resolution of issues while maintaining high customer...