Job Ref: 213678605

Date: 2021-05-05 11:17:56

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Title:

Complaints Team Manager

Based at:

Head Office – High Wycombe

Reports to:

Head of Customer Support

Working Hours

Monday- Friday: 37.5 hours

Job Summary

Overseeing and managing the Complaints team including the Admin function, managing the performance and outputs of the team and ensuring complaints and DSAR’s are dealt with within FCA guidelines and timescales.

 The post holder will be responsible for managing the allocation, the quality of the investigation and responses to all our Financial Service related complaints as well as making sure all complaints related correspondence is dealt with adequately and in a timely manner.

Key to the role is managing the outputs of each team member, namely the Administrators, Complaint Handlers and FOS complaint handlers, ensuring each member is adequately equipped to handle all tasks effectively.

Analysing all performance metrics and outputs and Complaints data to understand the work flow and output and that individual colleague ‘ performance meets set objectives and KPI’s.

The post holder will need to provide coaching , development and support where a team member isn’t meeting requirements.  The job holder must possess confidence to challenge existing processes where improvements can be made.

Ideally, the job holder will have experience of managing a Financial Services regulated  Complaints team along with dealing with FOS complaints.  The post holder must be well organized and able to meet targets, work independently as well as part of a team and able to communicate effectively at all levels.

Key responsibilities and accountabilities:

Responsibilities:

Target and objective setting
Productivity and quality performance monitoring and managing
Providing coaching to close any skill and knowledge gaps
Root cause analysis Providing leadership and motivation Ensure the team are available to handle complaint calls when they are presented into the team, within set SLA’s

Produce MI to highlight the teams’ performance levels against each KPI

To undertake other general administrative and professional duties consistent with the purpose of the post as required.
Leadership & Behaviours:

Natural problem solver and collaborator
Team player
Approachable
Analytically minded, able to spot trends
Adaptable and resilient
Great at building rapport and relationships
Accountable for the teams’ outputs
Strong communicator, both written and verbal
Customer and colleague Centric

Requirements:

Experience in managing  a regulated Complaints team, including excellent knowledge of regulated complaint processes, and handling FOS Complaints
Well organised and ability to manage own and team’s workloads effectively
Experience of using Microsoft office applications (Word, Excel, Powerpoint)

Able to apply common sense and judgement
Strong computer and numeracy skills
Attention to detail and accuracy of work
Commercial awareness
Organised and excellent time management

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