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Regulatory Complaints Team Leader

Job LocationCardiff
EducationNot Mentioned
Salary35,000 - 50,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time Work from home6 months

Job Description

An Interim Regulatory Complaints Team Leader is required by a well-established, highly successful retail Financial Services provider to lead a team of 5 Regulatory Complaints handlers, ensuring all SLAs and quality standards are met and to ensure optimumcustomer satisfaction. This is a 6-month Fixed Term Contract to start ASAP. The role is home-based (UK) although you must be willing to travel into the Birmingham Head Office for monthly team meetings.Your reponsibilities will include

  • Performance management of the team; Coach, train and develop the team to maximise the competence, efficiency and effectiveness, ensuring targets as defined in the Regulatory Department Plan are met and that complaint cases are progressed to resolution withoutunnecessary delays and with fair outcomes for customers
  • Quality assurance of team output to ensure consistent application of standards ensuring complaints are fully investigated and resolved in line with Company, FCA and Ombudsman procedures/guidelines
  • Report on standards of complaint handling against key risk and performance indicators
  • Develop effective relationships with and provide guidance to business areas to improve complaint handling standards
  • Provide management information to report complaint events, risks and opportunities as clearly as possibleand obtain commitment to implement the necessary corrective action
  • Review FOS decsions and ensure that, where necessary, these are reflected in business procedures or complaint handling standards across the business
  • Prepare reports as necessary for the Complaints Committee and complete investigations as directed by the Committee
  • Construct Final Response Letters and general correspondence following investigation and analysis of evidence and make a decision to uphold or reject complaints
  • Decide most appropriate remedy where necessary including the calculation of redress using Company, FCA and FOS guidelines
  • Review FOS decisions and make recommendations as appropriate including consideration of whether changes need to be made to Wesleyan Group procedures/policies for dealing with complaints of a similar type
You will be an experienced in regulatory complaints management in the Financial Services arena (exec and advanced complaints) and will have a proven track record of coaching, mentoring and developing staff. You will have a good working knowledge of the FCAhandbook, particularly the DISP sourcebook and must possess excellent communication and stakeholder management skills.

Keyskills :
ComplaintsFinancial ServicesManagementTeam ManagementComplaint Management

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