Customer Complaints Account Manager (Financial Services)

Insight Appointments
Bourne End
16 May 2018
15 Jun 2018
Contract Type
Full Time
Established in 2006, my client has grown from strength to strength ans is part of a PLC . The company offers unsecured personal loans to UK customers through its network of nearly 70 branches across the UK. We meet customers face-to-face to help people with their financial requirements, offering unsecured loans to homeowners and tenants.
Job Description

Job Purpose
To assist the Head of Customer Resolutions in the operation of the complaints function, ensuring all activities are compliant with FOS complaint handling rules and FCA guidelines.

Key Responsibilities
Oversee and manage the complaints process and database, ensuring consistency of responses and adherence to timelines, preparing reports for Senior Managers and acting as a key point for regulators.

? To directly manage the Complaints Administrative team.
? To assist in the development and maintenance of systems for the management of complaints.
? To assist in the development and management of procedures and policies for complaints.
? To facilitate and maintain an effective corporate approach to the management of complaints.
? Prepare, review and agree responses to complainants.
? Demonstrate excellent customer service skills and knowledge.
? To understand, commit and participate fully in managing service beyond customers expectations and to company standards.
? To support and adhere to the Core Values of the company including Outstanding Customer Service and TCF Policy and to execute these behaviours to their full extent and intent.
? Responsible for the development and management on-going of the complaints system and reporting.
? Responsible for the timeliness and accuracy of all record-keeping functions and reports in respect of complaint monitoring, providing monthly reports to the executive.
? Actively share best practice with the branch network and central functions.
? To effectively and efficiently complete all duties and responsibilities as assigned, to company standards, managing the performance of other staff within the complaints team.
? Design and maintain reporting mechanisms to advise the business of risk from regulatory and company practice perspectives in relation to complaints and other areas with Operation Control.
? Set up and maintain the company complaints procedures, providing regular reporting and recommendations to the business. In addition ensure the external reporting requirements are met in full.
? Attendance at meetings and when required preparing a monthly report for the Head of Operation Control.

Key Interfaces

? Loans Compliance Team
? Marketing Team; Operational Management and; Senior Management
? Second and Third Line of Defence: Operational Risk and Internal Audit
? Branch Network, Central



? Previous experience in personal lending and/or retail financial services would be advantageous.
? Knowledge of complaint handling.
? Experience in the investigation of complex complaints and drafting high-level responses. Providing advice relating to complaints.

? Excellent communication skills, both verbal and written.
? Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time-management.
? Well developed IT skills.
? High level of accuracy and attention to detail.

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