Complaint Team Leader

TN United Kingdom; Peterborough; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic leader to oversee a dedicated team in the Life and Pensions sector. This role focuses on managing complaint handlers, ensuring compliance with FCA regulations, and fostering a culture of continuous improvement. The ideal candidate will possess strong people management skills, be adept at decision-making, and excel in communication. Join a company that values customer service and employee development, where your leadership can drive positive change and operational excellence. If you're ready to make an impact in a supportive environment, this opportunity is for you.

Qualifications

• 3+ years experience in a similar role with strong leadership and decision-making skills.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Lead and motivate your team while ensuring compliance with FCA rules.
• Manage complaints efficiently and develop high-quality relationships with clients.

Skills

People management

Leadership

Coaching

Decision-making

Problem-solving

Communication skills

Time management

Organizational skills

Resilience

Knowledge of Life and Pensions industry

Tools

Microsoft Word

Microsoft Excel

Job description

Diligenta's vision is to be acknowledged as 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. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role:

• Lead, develop, and motivate your team, ensuring adherence to all people management processes.
• Oversee complaint handlers to ensure fair, prompt, and efficient resolution of complaints, acting as the escalation point for complex cases.
• Ensure compliance with FCA complaint handling rules and internal frameworks.

What you'll be doing:

• Proactively managing work schedules and team skills to meet productivity and quality targets.
• Completing timely and comprehensive performance reviews, identifying training and development needs.
• Managing and developing your team to ensure complaints are handled efficiently, meeting customer, business, and personal targets.
• Identifying and communicating operational factors impacting service delivery, with resolution proposals.
• Managing resources and time effectively to meet department measures, including SLA and FCA reporting.
• Analysing data and management information to anticipate operational issues and taking relevant actions.
• Developing and maintaining high-quality relationships with internal and external customers, including Clients and the Financial Ombudsman Service (FOS).
• Leading your team through business improvement activities and continuous improvement initiatives.
• Ensuring your team understands and contributes to customer and business goals.
• Creating awareness within the team of responsibilities for risk management and compliance.
• Handling complaints in compliance with FCA rules and internal frameworks, preventing potential breaches.
• Escalating compensation payments or decisions exceeding authority levels in a timely manner.

What we're looking for:

• Strong people management, leadership, coaching, and development skills.
• Proven decision-making and problem-solving skills with focus on customer and client.
• Excellent verbal and written communication skills.
• Strong time management and organizational skills in a target-driven environment.
• Ability to quickly learn and apply product and process knowledge.
• Resilience and ability to work under pressure.
• Detailed understanding and practical experience of people management policies and processes.
• Understanding of the Life and Pensions industry is nice to have.
• Knowledge and application of relevant business systems and processes, including workflow.
• Minimum of 3 years' experience in a similar role.
• Proven ability in using Microsoft Word and Excel.