Complaints Technical Manager

Active Recruiting Consultants
Sutton, UK
09 Sep 2019
02 Oct 2019
Contract Type
Full Time
**Complaints Technical Manager, Sutton/Redhill/Kingswood, strong package **A great career opportunity for people with complaints experience within Financial Services, Banking or General Insurance **Blue Chip employer, fabulous office setting/environment **Not a team management role, so no management experience required.

The Company: Our client is a leading Financial Services employer, serving customers all over the world. They employ over 5,000 people, managing £150billion+ worldwide.

The Role: Based within our clients Complaints & Escalations team made up of 5 people, you will act as the Technical Expert in the management of the day to day activities of the team and your responsibilities will include:
  • Effectively managing high risk complaints and queries on behalf of the 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 FOS and The Pension Ombudsman Services 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 their 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.
  • Assisting with complaint handling training in line with the FCA's guidelines as required, or as and when a specific need is identified.

Skills / Experience Required: A complaints background within Financial Services, banking or general insurance is essential. Excellent organisational skills, the ability to work calmly under pressure and with accuracy/attention to detail are key requirements. You will need to be 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 and you must be a confident communicator.

Additional Information: The salary for the Complaints Technical Manager role is very competitive and in addition there is a bonus of c.20% and pension contributions up to 13% and all details are available upon application. The big attraction though is the opportunity to develop and progress within a blue-chip employer.

The Complaints Technical Manager position is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 20 years experience in this field. Areas of expertise include employee benefits/group risk, compliance, pensions, flexible benefits, paraplanners, sales support, underwriters and IT related roles. We predominately focus on London and The Home Counties, although we have also been successful in offering national solutions and overseas. Check the website and feel free to call Darren Snell at any time.

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