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Complaints Team Leader

  • Location: Leeds
  • Salary: £30,000 - £40,000 per year
  • Job Type:Permanent

Posted 9 months ago

  • Sector: Compliance
  • Contact: Mike Ayres
  • Contact Email:
  • Expiry Date: 16 December 2020
  • Job Ref: MA/16884(L)

Financial Services firm, located in West Yorkshire, are currently looking to hire a Complaints Team Leader to manage a newly set up complaints team and to ensure all activities are compliant with FOS, complaint handling rules and FCA guidelines.


Key responsibilities include:

  • Oversee and manage the complaints process and company database.
  • Liaise closely with all levels of management, FCA and the Ombudsman.
  • Oversee the Specialist Handlers in their preparation, investigation and responses to complex irresponsible lending complaints and provide coaching to ensure the team remain compliant with process, policy and regulation.
  • Liaise with the Ombudsman on decisions and challenges of complex irresponsible lending complaints
  • Support the Complaints Manager in the analysis and production of reports into EXCO and the Board.
  • Actively share best practice with the Complaints, Field and Central functions
  • Provide assurance that all IRL complaints are managed to provide a fair customer outcome whilst protecting the integrity of the Lending Policy
  • Prevent any breach of process, policy or regulation detailed by the FCA in CONC and DISP thru effective management and leadership.

Experience Required:

  • Demonstrable/previous experience leading a complaints team and be able to demonstrate/evidence an understanding of irresponsible lending complaints
  • Knowledge of FCA regulations, specifically DISP and FOS aims and objectives
  • Experience in managing and leading a team, planning / structuring workloads
  • Experience of interacting with FCA and FOS. Confidence in communicating with senior stakeholders
  • Experience of setting up and using a Complaints Management System Preferably Respond
  • Experience of handling irresponsible lending complaints