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Head of Complaints Management

2 months ago

Doncaster, Doncaster, United Kingdom Close Brothers Group Full time
Job Description

Job Title: Head of Complaints Management

Job Summary:

We are seeking an experienced and skilled professional to lead our Complaints Team at Close Brothers Group. As the Head of Complaints Management, you will be responsible for managing the day-to-day operations of the team, including investigating and resolving customer complaints in a timely and fair manner.

Key Responsibilities:

  • Complaints Planning and Management:
    • Develop and implement effective planning processes to identify workloads and manage teams to achieve key performance indicators (KPIs).
  • Financial Management:
    • Manage financial budgets and complaints redress costs to ensure costs are minimized and appropriate.
  • Business Partnering:
    • Manage senior internal stakeholders and present information at a senior level.
    • Liaise with external parties, including the Financial Ombudsman, to resolve complaints.
    • Maintain and improve internal processes and procedures aligned to industry best practices and regulatory requirements.
    • Drive business-wide awareness of complaints handling and alignment to Treating Customers Fairly (TCF) principles.
  • Business Improvement:
    • Produce business intelligence and implement changes based on trends and patterns to reduce customer complaints, improve productivity, and enhance ease of use.
  • People Management:
    • Recruit, train, and develop high-caliber employees within budget and headcount levels.
    • Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
    • Provide oversight and direction to employees in accordance with the firm's policies, procedures, standards, and service level agreements (SLAs).
    • Hold regular one-to-one meetings with direct reports to provide feedback and facilitate personal development.
  • Risk and Compliance:
    • Ensure adherence to governance and compliance requirements and complete reporting and reviewing activities required by regulatory bodies.
    • Coordinate and maintain the company complaints system to ensure ongoing compliance with FCA and Consumer Credit Act regulations.
    • Deliver compliance training and audit business requirements, and maintain a close working relationship with Risk, Compliance, and other business areas.

Requirements:

  • Operationally astute with excellent written and communication skills.
  • Analytically minded with risk management experience.
  • Familiar with LEAN methodologies and employee management experience.
  • Financial services experience and FCA knowledge.
  • Ability to challenge the status quo and drive business improvement.