In partnership with another Complaints Team Leader you will Lead, direct and develop a team of 10 - 15 Complaint Officers, engaging with internal and external stakeholders to ensure delivery of fair customer outcomes in adherence with regulatory guidelines and Financial Ombudsman Service (FOS) expectations.

Designing and embedding an effective Root Cause Analysis (RCA) mechanism to enable continuous improvement, resulting in better outcomes for our customers, reflected in reduced complaint volumes, increased customer satisfaction and net easy scores.

Demonstrating to direct reports what effective complaint handling is, setting an acceptable standard of output and enabling the coaching of Complaint Officers to that standard.

Key Responsibilities

People Leadership

Lead, coach and develop a team of Complaint Officers to define, deliver and maintain an exceptional level of competence within the team to deliver timely, cost effective and fair resolution of customer complaints in accordance with regulatory guidelines, FOS requirements and our agreed service levels.
Manage resource effectively to deliver consistently high levels of service to meet customer and business demands throughout the year.
Identify skills/knowledge gaps within the team, to drive the team’s learning agenda.
Create a culture of continuous improvement, enabling Complaint Handlers to support the wider business in front line complaints identification, logging and as appropriate - resolution

Technical Management & Complaint Handling

Design and embed an effective RCA mechanism, working with stakeholders to drive down complaint volumes and increase customer satisfaction scores.
Own all escalated, high profile and complex complaints to final resolution.
Support the team during periods of peak demand, through the effective handling of customer complaints.
Ensure all team policies and procedures meet regulatory requirements.
Reduce ‘waste’, as a result of re-work, by acting as part of the first line of defence in respect of quality assurance of the Complaint team’s activity.
Responsible for deep dive on complaints data and metrics and reporting on this to both the Motor Finance and wider business areas.

Stakeholder Management

Represent the Complaints Team in the wider business through engagement with key stakeholders at all levels including the Customer Forum.

Monitor and manage emerging customer and business risks through the prompt identification, escalation and resolution of gaps in policy and procedure.
Influence stakeholders from front line, through to executive leaders, making fact driven recommendations from the presentation of robust analysis of root causes and other management information.

Risk & Compliance

Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.