Complaints Team Leader

Diligenta; Peterborough; On-site; CAD 60,000 - 85,000; Full time

Job summary

A leading company in life and pensions administration seeks a team leader to manage complaint handlers for their automatic enrolment pension scheme. The role focuses on ensuring fair treatment of customers and maintaining service levels amid complaint resolutions. Candidates must possess strong leadership skills and a background in Financial Services.

Benefits

33 days holiday including bank holidays

Annual discretionary bonus scheme

Opportunities for personal and career development

Access to an online discounted shopping platform

Cycle to Work Scheme

Interest-free Season Ticket loans

Company-wide Wellbeing programme

Contributory pension scheme with company matching

Group Life Assurance

Group Income Protection

Qualifications

• Minimum of 1 year's managerial experience required.
• Proficiency in MS Excel and Word, with readiness to learn new systems.

Responsibilities

• Lead and manage a team of complaints handlers.
• Oversee the resolution of customer complaints.
• Provide training and support to team members.

Skills

Problem-solving

Decision-making

Time management

Organizational skills

Written communication

Verbal communication

Education

GCSEs or equivalent

Tools

MS Excel

MS Word

Job description

Diligenta's vision is to be acknowledged as a best-in-class platform-based life and pensions administration service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. We foster a culture founded on positive change and development, which employees often describe as a 'home'.

Summary of the role

To lead, manage, and inspire a team of complaint handlers who investigate and resolve complaints for an automatic enrolment pension scheme product. The goal is to ensure customers are treated fairly, service levels are maintained, and all complaints are addressed promptly and effectively.

Please note, as this is a people leadership role, the successful applicant will be supported to succeed through enrolment in our Diligenta Leadership 'Step' Pathway (subject to eligibility), designed to promote quality and consistency across the organization.

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Opportunities for personal and career development within the company and through our global parent, Tata Consultancy Services
• Access to Perks at Work, an online discounted shopping platform offering savings on a wide range of goods and services
• Cycle to Work Scheme & Interest-free Season Ticket loans
• A company-wide Wellbeing programme, including an Employee Assistance Programme and resources to support mental, physical, and financial wellbeing
• Policies such as Carer's Leave, Foster Leave, and Retirement Leave under Moments that Matter
• A contributory pension scheme with company matching up to 6%, Group Life Assurance ('Death in Service'), and Group Income Protection

What you'll be doing

• Leading and managing a team of complaints handlers
• Overseeing the handling and resolution of customer complaints efficiently and effectively
• Providing guidance, support, and training to team members on company policies and complaint procedures
• Monitoring team performance and implementing improvements to productivity and service quality
• Acting as a point of escalation for complex or sensitive complaints
• Maintaining accurate records of complaints and resolutions for reporting and regulatory compliance
• Ensuring compliance with relevant regulations and industry standards in complaint handling

What we're looking for

• Minimum of 1 year's managerial experience
• Strong problem-solving and decision-making skills
• Excellent time management and organizational skills
• Experience managing teams within Financial Services, Life & Pensions, or similar environments
• Exceptional written and verbal communication skills
• GCSEs or equivalent, including Maths and English
• Proficiency in MS Excel and Word, with a willingness to learn new systems and technologies