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Complaints Team Leader

Jo Holdsworth Recruitment
Job LocationSeacroft, Leeds
EducationNot Mentioned
Salary25,000 - 26,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Do you have extensive experience working within the finance sectorDo you have experience of complaints managementAre you looking for a step up into a managerial positionIf so, this is the role for you. My client is looking for somebody to join their team on a permanent basis as a Complaints Team Leader. My client is within the financial sector so prior experience within this is key or a FCA regulated environment. As a ComplaintsTeam Leader, you will oversee a team of colleagues whilst also maintaining your own pipeline of work.Responsibilities:

  • To manage the Complaints team effectively and ensure all Departmental workload is kept up to date.
  • To ensure all Final Response Letters (FRLs) are accurate, content-specific and relevant to current legislation and regulatory requirements.
  • To liaise professionally and effectively with the Financial Ombudsman Service (FOS) and to take over, as the first point of contact, from the Operations Manager.
  • To complete Departmental 121s monthly providing agents with support, training and guidance where necessary.
  • To introduce and monitor Departmental targets to create and maintain an efficient and productive Team.
  • To undertake all aspects of the process of employing new agents to include advert management, CV review, interviews, induction, and training.
  • To ensure new starters are sufficiently trained within their initial 3 months to ensure probationary periods are passed.
  • To provide ongoing support for existing agents to ensure Department targets and goals are achieved.
  • Resource planning of the Department using bespoke software to manage holidays and absence and ensuring the Department is adequately staffed.
  • Completion of Return to Work (RTW) for sickness absence.
Requirements:
  • At least 1 year working within a complaints role
  • Experience of working in a regulated environment
  • Finance industry experience
  • Good all round MS Office
Hours: Monday to FridaySalary: £25,000 starting salary going to £26,000 after successful completion of probationLocation: Leeds, LS14Due to the amount of response we receive, unfortunately we are not able to give feedback to individuals, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. By applying to this advertisement,you are hereby giving consent for Jo Holdsworth Recruitment to hold your details for a 30-day period and contact you via any method of contact you have listed on your application.(Jo Holdsworth Recruitment - Recruitment Agency)

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