Regulated Complaints Handler

BBBH2563_1553591074
£35000 - £45000 per annum


As Complaints Team Leader your role will be to manage a team of 6 Complaints Handlers to ensure that all complaints received by the Company are managed in accordance with established procedures and regulatory standards and resolved promptly, accurately and in accordance with the requirements of the FCA's Dispute Resolution Handbook. The role will involve proactively managing the team and their workload, internal and external SLAs and the production of Management Information including root cause analysis data.

This will require proven management experience, strong investigation, administration and customer service skills and an excellent knowledge of financial products, TCF principals and both the FCA and Financial Ombudsman Service guidelines.

Naturally, you will be expected to ensure that all complaints are logged on to the relevant systems, proactively monitored and engage with internal stakeholders as requested.

The role will also involve liaising directly with the FCA and the Financial Ombudsman Service, in connection with any complaints which have been referred to these bodies.
As Complaints Team Leader your role will be to manage a team of 6 Complaints Handlers to ensure that all complaints received by the Company are managed in accordance with established procedures and regulatory standards and resolved promptly, accurately and in accordance with the requirements of the FCA's Dispute Resolution Handbook. The role will involve proactively managing the team and their workload, internal and external SLAs and the production of Management Information including root cause analysis data.

This will require proven management experience, strong investigation, administration and customer service skills and an excellent knowledge of financial products, TCF principals and both the FCA and Financial Ombudsman Service guidelines.

Naturally, you will be expected to ensure that all complaints are logged on to the relevant systems, proactively monitored and engage with internal stakeholders as requested.

The role will also involve liaising directly with the FCA and the Financial Ombudsman Service, in connection with any complaints which have been referred to these bodies.

 

REQUIREMENTS

  • Preferably educated to degree level;
  • Proven experience as a Regulated Complaints Hander in a Regulated Sales environment;
  • Significant line-management experience as a team leader in a financial services organisation, with an ability to motivate and engage staff;
  • Level 4 Financial Planning Certificate;
  • Product/ technical/Sales Advice knowledge within Wealth Management;
  • Knowledge of FCA dispute resolution rules relating to complaints and other FCA Handbook requirements;
  • Proficient in Word and Excel;
  • Excellent written and verbal communication skills;
  • Sound organisational abilities

 

If you are interested in the position but no not meet every requirement then please do not hesitate from applying.

#LI-ZD1

MINIMUM Salary

£ k