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Complaints Team Manager

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