Head of Complaints Management

7 days ago

Reigate, Surrey, United Kingdom Workingmums Full time
Lead the Way in Complaints Management

We're seeking a seasoned professional to spearhead our Complaints Management function, driving excellence in customer relations and regulatory compliance. As a key member of our leadership team, you'll be responsible for developing and implementing strategies to enhance the customer experience, while ensuring adherence to FCA guidelines and best practices.

Key Responsibilities:
  • Develop and maintain a culture of continuous learning and improvement within the Complaints Management team.
  • Lead the implementation of efficient and innovative workflows to enhance the customer complaint journey.
  • Collaborate with senior leadership to present data and trends on complaints management and resolution.
  • Ensure accurate and timely completion of reports demanded by the FCA.
  • Develop and implement effective compensation guidelines for use by the business.
  • Drive a data-driven culture within the team, utilizing analytics to inform decision-making and process improvements.
  • Manage and facilitate all audit activity within Operations, ensuring deadlines are met and follow-up actions are tracked and delivered on time.
Requirements:
  • Proven experience in a lead or head of role managing Complaints functions, driving high performance and delivering tangible results.
  • Extensive knowledge of complaints handling and processing within a regulated environment.
  • Strong relationships with external regulatory partners, including the FCA and Financial Ombudsman Service.
  • Data-driven with the ability to create complex reports for internal and external partners.
  • Significant exposure to internal audit risk assessment programs and quality review planning, review methodology, and feedback techniques.
What We Offer:
  • A competitive salary and bonus scheme that recognizes your skills and potential.
  • A comprehensive benefits package, including discounts on our insurance products and a flexible working arrangement.
  • Opportunities for career growth and development, including training, mentoring, and access to our exclusive Academies.
  • A supportive and inclusive work environment that values diversity and promotes work-life balance.

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