£52,000 - £65,000
5 days ago
A great opportunity to develop and deliver an effective complaints strategy by providing direction, motivation and leadership to a Complaints team of around 25 people. Also leading projects and programmes with significant risk and complexity in order to achieve the business objectives. Monitoring and controlling costs and budgets, addressing risk and governance issues and acting as the escalation point for the more complex or financially significant complaints - all are aspects of this high profile leadership role.
Ideal candidate is someone who has managed complex complaints within a highly regulated environment. A good understanding of all relevant regulatory bodies and associated principles and the ability to interpret and apply them effectively. They will also be looking for an in-depth knowledge of the related products, services and best practice.
Commercially aware and up to speed with the latest trends and issues, numerate, customer-focused and has exceptional relationship management and literacy skills.
Strong people management and coaching skills, plus experience of developing others and identifying and promoting service improvements within a large, multi-layered organisation. A pioneering and innovative approach and willingness to question convention is important too, as is the ability to work across boundaries and manage a variety of stakeholders. An advocate of continuous improvement and smart ways of working, with your expertise on board, we'll soon achieve market-leading award winning status.