3 Month Contract

Hours: Monday to Thursday 8am-5pm and Friday 9am-1pm

My client is looking for an experienced Complaints Team Manager to support a team of Complaint Handlers within a business who want to reduce a backlog of complaints. The successful Team Manager must have managed both contractors and permanent staff previously within a Financial Services environment and be focussed on achieving quality and productivity standards.

Responsibilities:

• Managing a team of complaint handlers who are dealing with both telephone complaints and writing bespoke responses to written complaints
• Carrying out full reviews of complaints handlers cases in line with company policy and FCA guidelines
• Giving feedback to complaint handlers and QA’s
• Ensuring all complaint handling activity meets agreed SLA’s
• Maintain excellent knowledge of FCA regulation and related principles
• Providing coaching and feedback to complaints handlers
• Dealing with escalated complaints

Desired Experience:

• Previous experience of managing a team of permanent and contracted complaints handlers
• Knowledge of DISP handling rules
• Strong analytical skills and a high level of commercial awareness; be able to understand, question and challenge business processes, identify cause and effect and deliver attractive solutions
• Ability to write bespoke letters without being reliant on standard paragraphs and processes
• Financial Services experience