Complaints Manager

Dimensions Specialist Recruitment
Sutton Green, UK
12 Aug 2019
31 Aug 2019
Contract Type
Full Time
We are working within a leading financial services organisation who are renowned for providing professional and innovative world class investment solutions and retirement expertise.

They are now seeking a Technical Manager within their Complaints and Escalation team, where you will undertake the role as Technical Expert in the management of the day to day activities the Team which can include but not be limited to:
  • Effectively managing high risk complaints and queries on behalf of their most senior management team, ensuring timely verbal and written updates, accuracy of information and pragmatic solutions
  • Managing/providing technical input/advice/oversight for the most complex and technical complaints and /or calculations
  • Interacting with the Financial Ombudsman Service and The Pension Ombudsman Services (FOS & TPO) providing information and background as required to resolve disputes outside of the normal complaints process
  • Providing guidance and feedback to complaint handlers, to improve/change our front end complaint handling to take into account complaints best practice/feedback from FOS/feedback
  • Reviewing wider team complaint handling on a weekly basis ensuring a good level of quality is being maintained and adherence to regulatory reporting requirements. Provide feeding back to Associates and Team Leaders as required
  • Conducting/facilitating complaint handling training in line with the FCA's guidelines as required, or as and when a specific need is identified
  • Assisting in the completion of weekly/monthly/quarterly/annual MI for circulation to internal stakeholders

As a proactive team-player, able to take the initiative and anticipate difficult situations finding practical solutions, it is essential that you possess demonstrable understanding of the FCA DISP rules, the ability to manage multiple tasks simultaneously to tight deadlines, accuracy and attention to detail and someone who is an excellent communicator (written and verbal communications in challenging situations), coupled with confident questioning and effective listening skills with both customers and senior management

Offering an excellent remuneration and benefits package that includes a non-contributory pension and reference bonus, further information is available on application.

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