TheShareholder Relations (Complaint Handling) team has responsibility for handlingany complaints from stakeholders in relation to both FCA regulated andunregulated business operation activities.
We do our best to resolve problemsor misunderstandings which arise in a professional, independent and responsibleway that adheres to Complaint Handling (DISP) Rules and the Treating CustomersFairly (TCF) principles.
ComplaintManagers are responsible for the efficient handling of all regulated andunregulated complaints, providing advice and support to their team / colleagues,ensuring complaint timescales meet FCA requirements and that the complaintsdatabase 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 indeveloping their career within this fast moving and interesting environment.
Correct identification of regulated and unregulated complaints, ensuringcomplaints are handled in line with DISP and TCF rules and providingadvice / guidance are all key features of the role, alongside ensuring thatresponses are accurate, informative and well written, leading to satisfactoryresolution results.
Yourteam will consist of Complaints handlers who need to be able to forensicallyinvestigate complaints in an impartial and non-
judgemental way and to provide afull and detailed explanation / response to complainants.
Management of a team of complaint case handlers
Providing support, guidance and direction to case handlers
To ensure complaints are correctly identified, logged and regulatory timescales are observed
To ensure responses are fully investigated including identifying and rectifying errors ensuring TCF principles are followed
Committed to improving customer service through identifying complaint trends and areas for improvement.
To ensure all team members are fully conversant with the businesses regulatory responsibilities
Keeping abreast of Complaint Handling (DISP) Rules
Logging and investigating breaches (FCA, DPA and DPP) and implementing preventative steps
Team Leader experience gained from working within a customer and / or quality / complaint focused role / organisation
Highly organized with a methodical approach, keen eye for detail and ability to prioritise / problem solve
Confident, clear in their abilities and with a proven track record of achieving results
Ability to identify trends / root cause, working with the business to address issues and reduce future errors
Excellent personal and interpersonal skills
Chooses appropriate style / approach as necessary including encouraging, motivating, empathy and patience
Builds rapport and develops team members leading to outstanding team / individual performance
Delivers logical, effective and comprehensive feedback leading to outstanding team / individual performance