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Team Leader- Complaints
Job type: Permanent

up to £29,000
On behalf of our client, we seek to recruit a Team Leader to join their Complains team based in London. The role requires experience in managing a team of complaint officers dealing with complaints. To ensure complaints are identified thoroughly and impartially investigated and resolved in accordance with the company’s complaints handling procedures. The successful candidate will have previous complaint handling experience within the financial services and familiar with FCA complaint handling principles, FOS, as well as TCF. This is a permanent role paying up to £29,000 Key Responsibilities are: Ensuring that the complaints handling process is understood and followed by the customer contact channels and business stakeholders. Ensuring regular training to customer contact channels are provided on complaints handling procedures. . Ensuring that all complaints received by the company are dealt with in accordance with both regulatory and company standards Keeping accurate and consistent records of investigations and decision making in line with company standards and industry best practices. Developing and maintaining industry knowledge of the latest regulatory guidance and business best practice to continually improve customer’s experience. Produce reports that identify root causes, assisting business with learning from complaints and identifying opportunities for continuous business improvement. To also ensure appropriate actions have been identified to achieve these changes. Ensure record keeping meets regulatory requirements and company procedures, including setting up, maintaining of complaint files and the recording and maintenance of all complaints on the relevant databases. Provide confidence to customers with excellent people management skills including tact and negotiation skills that their complaints are being handled efficiently and in accordance with FCA DISP rules and principles. The position entails senior management contact and the ability to convey information to and influence at all levels of the business. Manage a team of complaint officers. Liaising with the complaints handling team overseas to reach fair and reasonable outcomes on complaints. Maintain the complaint resolution quality standards and arrange regular review of complaints with Senior Management. Skills and knowledge: Previous complaint handling experience within the financial services and familiar with FCA complaint handling principles, FOS, as well as TCF. Excellent verbal and written communication. Strong analytic, evaluative, and problem-solving abilities. Highly organised, objective, motivated and able to adapt to demanding priorities. Ability to communicate with people at all levels in the business, build relationships and handle conflict arising from a difference of opinion in relation to the facts of a complaint. Exceptional focus aimed at delivering positive customer service outcomes. For more information please send a copy of your CV to Sonia to
Ref: SO15866 Location: City

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