Complaints Manager

Easton, UK
15 Aug 2019
17 Aug 2019
Contract Type
Full Time
Job Description - Complaints Manager (190002D5)Job Description Complaints Manager - (190002D5)Description

Complaints Manager


Competitive Salary +Progression
Opportunities + Training & Development + Competitive Company Pension + Award
Winning Employee Share Plan + 25 Days Holiday + Excellent Working Culture

Job Introduction

Shareholder Relations (Complaint Handling) team has responsibility for handling
any complaints from stakeholders in relation to both FCA regulated and
unregulated business operation activities. We do our best to resolve problems
or misunderstandings which arise in a professional, independent and responsible
way that adheres to Complaint Handling (DISP) Rules and the Treating Customers
Fairly (TCF) principles.

Main Purpose of the Role

Managers are responsible for the efficient handling of all regulated and
unregulated complaints, providing advice and support to their team/colleagues,
ensuring complaint timescales meet FCA requirements and that the complaints
database is correctly updated to enable detailed and effective Root Cause (RCA)
and Trend Analysis. We are looking for a candidate with either team leading,
complaint handling or complaint analysis experience, who is interested in
developing their career within this fast moving and interesting environment.
Correct identification of regulated and unregulated complaints, ensuring
complaints are handled in line with DISP and TCF rules and providing
advice/guidance are all key features of the role, alongside ensuring that
responses are accurate, informative and well written, leading to satisfactory
resolution results.

team will consist of Complaints handlers who need to be able to forensically
investigate complaints in an impartial and non-judgemental way and to provide a
full and detailed explanation/response to complainants.

Key Responsibilities

Management of a
team of complaint case handlersProviding
support, guidance and direction to case handlersTo ensure
complaints are correctly identified, logged and regulatory timescales are
observedTo ensure
responses are fully investigated including identifying and rectifying
errors ensuring TCF principles are followedCommitted to
improving customer service through identifying complaint trends and areas
for improvement.To ensure all
team members are fully conversant with the businesses regulatory
responsibilitiesKeeping abreast
of Complaint Handling (DISP) RulesLogging and
investigating breaches (FCA, DPA and DPP) and implementing preventative

Essential Skills, Experience and Competencies

Team Leader experience gained from working within a
customer and/or quality/complaint focused role/organisationHighly organized with a methodical approach, keen
eye for detail and ability to prioritise/problem solveConfident, clear in their abilities and with a
proven track record of achieving resultsAbility to identify trends/root cause, working with
the business to address issues and reduce future errorsComplaint Industry
personal and interpersonal skillsChooses
appropriate style/approach as necessary including encouraging, motivating,
empathy and patienceBuilds rapport
and develops team members leading to outstanding team/individual
logical, effective and comprehensive feedback leading to outstanding
team/individual performance

A Truly Diverse Place to Work

Computershare celebrates the diversity of our people and we welcome
applications from everyone.

We believe that having a culture of inclusion is essential in delivering
good results. Attracting, retaining and developing a diverse workforce where
employees feel valued, respected and empowered allows people to reach their
full potential. As a business this diversity helps us to better reflect and understand
our customers' needs to allow us to drive better outcomes.

Specific Key Benefits of the Role

Computershare offers all employees 25 days holiday, excellent pension
scheme, shareholder incentive plan, and a flexible employee benefits scheme.

All successful candidates will be required to undergo the Computershare
Pre-Employment Screening Process before commencing employment. Employment will
be subject to satisfactory clearance on background checks including
Identification, Passport Validation, Finance, Qualification, Employment /
Personal referencing and Criminal Record Basic Disclosure checks.
Computershare Investor Services PLC is registered in England and Wales No
3498808 and the registered office address is: The Pavilions, Bridgwater Road, Bristol,
BS13 8AE.

Primary Location: United KingdomWork Locations: Bristol - Pavilions The Pavilions, Bridgwater Road Bristol BS99 6ZZJob: Contact CentreJob Posting: Aug 12, 2019, 10:30:49 AMUnposting Date: Aug 26, 2019, 5:59:00 PM

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