Escalated Complaint Manager - leading Investment company

Reigate, UK
09 Sep 2019
14 Sep 2019
Contract Type
Full Time
Due to an internal promotion my client, a leading Investment company, currently seek an experienced Technical Complaint Manager to join their escalations team.

This is an important role as it deals with escalated issues that have reached senior Management level and require a high degree of professionalism and sensitivity in order to dealt with them effectively so as not to adversely affect the company's reputation. Duties will include:

* Effectively managing high risk complaints

* Provide technical input, advice and oversight for complex cases and calculations

* Effective interaction with regulatory bodies such as the Financial and Pension Ombudsmen Service in order to resolve escalated issues

* Engaging with the wider business to ensure that complaint findings are recognised so that process and procedural change can be implemented to mitigate future risk

* Provide guidance and support to complaint handlers

* Review the complaint handling teams work on a weekly basis to ensure consistently high quality of output

* Conduct and facilitate department training

Applicants must possess a good understanding of FCA rules with a background in resolving escalated / complex complaints. You will possess strong research, communication and negotiation skills with the ability to remain calm whilst under pressure. You will be a team player who is able to anticipate challenging situations and seek practical solutions. Applicants will ideally be studying towards the IOC or willing to do so.

This is a great opportunity to work for a world renown Investment company with exposure to senior management and the chance to use your experience to resolve challenging and complex queries and uphold the companies reputation. An excellent remuneration package is on offer

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