Head of Customer Complaints

5 days ago

Edinburgh, United Kingdom Diligenta Full time

**Salary**: From £54965-£68706

**Who are Diligenta?**:
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

**The Opportunity**:
Due to continued and substantial growth at Diligenta, we are looking for an experienced Complaints Manager to take on the outstanding opportunity of Head of Customer Complaints to see over 130 Diligenta employees. This person will take on the leadership of Customer Complaints, ensuring high quality customer outcomes are delivered by the Lloyds Banking Group account, whilst maintaining the required legislative and regulatory compliance and delivering customer experience enhancements and operational efficiencies.

**You'll be**:

- Leading and managing the Complaints function to deliver excellent service to clients, customers and colleagues as defined by policy, contract, regulation, legislation and company strategy.
- Developing and delivering operational strategy and supporting business plans.
- Delivering client SLAs and KPIs and internal initiatives and deliver to remediation plans where required.
- Producing and communicating operational updates and strategic plans at internal and client governance forums.
- Have a strong background of managing a fast-paced customer service environment of over 100 employees.
- Can demonstrate a strong background of using workflow management, people management and process management techniques to achieve outstanding levels of productivity, drawing on a thorough understanding of the financial services industry including life, pensions, and investments products.
- Have a highly confident communication manner, with an ability to display exceptional written and verbal communication skills with sufficient credibility, knowledge, and experience to successfully, positively and collaboratively operate with senior stakeholder, clients and employees.
- Have a good working knowledge of relevant systems and proven ability to analyse, interpret and present relevant monthly information in the right format for the relevant audience by drawing detailed recommendations from those assessments, which will lead to an overall increased performance within the business through strong analytical, problem solving and decision-making skills.

**The Perks**:

- 25 days holidays + 8 bank holidays
- Discretionary annual bonus
- Company pension scheme membership
- Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
- Access to our Confidential Helpline is available to be used by you and your family
- Develop your career through a wider global organisation of the TCS family

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