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Complaints Team Lead Role
This is a Complaints Team Lead Role (Not Ops Complaint Manager role) managing 12-15 people.
The primary responsibility is to ensure timely and appropriate complaint resolutions in line with FCA regulation and client service delivery schedules.
Key responsibilities include:
* Promoting positive customer outcomes to ensure Conduct Risk standards and values are embedded within the business.
* Overseeing local governance and controls, including adherence to corporate policies, queue and people management, regulatory change, and development of people and processes.
* Deputising for the Complaints Manager in managing client relations and participating in governance meetings.
* Acting with integrity on behalf of the business and clients, following HCL procedures.
* Ensuring team members understand their roles through regular 1-2-1s and annual appraisals.
Key Tasks & Responsibilities
* Ensuring compliance with all functions within the Complaint framework, including FCA Dispute Resolution, Complaints, FOS, and relevant laws.
* Supporting an effective complaint handling function for clients.
* Developing case handlers according to business demand.
* Establishing consistent decision-making processes supported by HCL T&U.
* Collaborating with internal and external parties to resolve complaints appropriately.
* Educating staff on best practices for complaint handling.
* Monitoring outcomes through conduct root cause analysis.
* Managing workloads to resolve complaints within regulatory timeframes.
* Reviewing and improving work processes continually.
* Supporting the implementation of Internal Audit recommendations.
* Building relationships with key stakeholders through daily contact.
* Reporting to management on processes or actions that may conflict with Conduct Risk obligations.
* Ensuring compliance with regulatory, technical, and industry standards, including embedding a TCF culture.
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