Department Manager

Wigston, UK
16 Oct 2019
30 Oct 2019
Contract Type
Full Time
Has anyone ever told you that you are outstanding at what you do? Do you live and breathe FCA/FOS? If you do, then we need to talk, as we are looking to hire the 'Best of the Best'.

About the team:

Working within the specialist FCA/FOS Complaints team, you will be responsible for the day to day running of the function effectively leading, managing and inspiring a team of Analysts, FOS Complaint Handlers and a Team Manager in line with agreed service levels and company targets, whilst ensuring FCA compliance.

As Department Manager, you will also work closely with the Analysts to create and develop reporting and root cause analysis on regulated complaints and help to minimise risk to the business through detailed analysis for improvement opportunities.

This role is ideally suited to a career minded, ambitious individual who is looking for that unique opportunity to prove what they can do and then be rewarded for it.

We will test your skills and capability to their limits, but this will enable you to grow as you keep learning and evolving with the job. We recognise that in order to be able to deliver our values and to be a positive and resilient person we need to be able to provide you with the right tools.

All of our leaders are committed to developing and coaching you and celebrating your success. You will receive appropriate support, development and training in order to nurture an environment where innovation and creativity can grow.

This job will give you some fantastic opportunities to work with various departments, with a variety of people at all levels of seniority.

Even the most experienced people in this position will have the opportunity to expand and improve their skill sets in many areas.

You will:
  • Lead, motivate and develop your direct reports, regularly reviewing performance to identifying development areas.
  • Set objectives and provide constructive feedback as well as coaching the manager to achieve standards in line with company values.
  • Work alongside key stakeholders to assist the wider business in understanding department concerns and risks.
  • Attend monthly and quarterly meetings to discuss FCA complaints and FOS cases.
  • Maintain FCA compliance monitoring and undertake reporting to meet FCA requirements.
  • Ensure company objectives are met in line with regulated complaints whilst making sure they are within compliance guidelines.
  • Adhere to FCA policies and procedures, ensuring that changes to process and policy are managed effectively.
  • Build strong relationships to enable a positive working environment.
  • Develop and maintain team knowledge and understanding of FOS and FCA legislation.

Department Manager | Manager | FCA | FOS | Complaints | Team Manager

Essential Skills
About you:
  • Management experience with proven people management skills.
  • Experience of leading a team ideally within a FCA/FOS regulated background.
  • Strong understanding of FCA regulations and guidance in relation to complaints, redress and root cause analysis.
  • Have an extensive understanding of Word, Excel and Outlook and to a good standard.
  • Be able to influence at all levels through excellent written and verbal communication.
  • Strong analytical mind-set with the ability to analyse and act on data.
  • Have excellent attention to detail.
  • Able to make decisions confidently even when facing changing priorities.

About Company

You know Next, but did you know we're a FTSE-100 retail company employing over 43,000 people across the UK and Ireland. We're the UK's 2nd largest fashion retailer and for Kidswear we're the market leader. At the last count we have over 540 stores, plus the Next Online and it's now possible to buy on-line from over 70 countries around the world! So we've gone global!

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