Complaints Team Leader

JR United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Complaints Team Leader to manage a dedicated team in London. This pivotal role focuses on ensuring timely complaint resolutions while adhering to FCA regulations and promoting positive customer outcomes. The successful candidate will oversee local governance and controls, manage team performance, and foster a culture of compliance and integrity. Join a forward-thinking organization where your leadership will directly impact customer satisfaction and operational excellence.

Qualifications

• Experience managing a complaints team of 12-15 people.
• Strong understanding of FCA regulations and complaint resolution.

Responsibilities

• Ensure timely and appropriate complaint resolutions.
• Oversee compliance with all functions within the Complaint framework.

Skills

Complaint Management

Regulatory Compliance

Team Leadership

Customer Service

Job description

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Complaints Team Leader, London (Romford)

Client: HCLTech

Location: London (Romford), United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views:

2

Posted:

08.05.2025

Expiry Date:

22.06.2025

Job Description:

This is a Complaints Team Lead Role (not Ops Complaint Manager role) managing 12-15 people.

To ensure timely and appropriate complaint resolutions in line with FCA regulation and client service delivery schedules.

Promote positive customer outcomes to ensure that Conduct Risk standards and values are instilled within the business.

Oversee the maintenance of local governance and controls including:

• Adherence to all corporate policies and procedures
• Appropriate queue and people management
• Relevant client and regulatory change
• Evidence of people and process development including OpEX workflow and people competency
• Timely closure of all agreed audit actions

Deputise for Complaints Manager regarding client relations and attendance at relevant governance meetings.

Act with integrity on behalf of the business and client, following HCL corporate and local procedures and controls.

Ensure the team understands their roles and responsibilities. Conduct regular 1-2-1’s and annual appraisals in line with HCL principles.

Promote positive customer outcomes and instill Conduct Risk standards within the business.

Key Tasks & Responsibilities

• Ensure compliance with all functions within the Complaint framework, including internal and client procedures, FCA Dispute Resolution: Complaints and FOS, and law.
• Support an effective and efficient Complaint handling function for clients.
• Oversee the development of case handlers according to business demand.
• Establish consistent decision-making methodology supported by HCL T&U.
• Liaise with internal and external parties to discuss specific complaints and achieve appropriate customer outcomes.
• Educate and disseminate best practices for complaint handling.
• Oversee outcomes and actions from conduct root cause analysis.
• Manage workloads to resolve complaints within regulatory timeframes.
• Continuously review work processes for improvement in complaint handling.
• Support the implementation of Internal Audit recommendations.
• Build and maintain relationships with key stakeholders through daily contact.
• Report to management on processes or actions contrary to Conduct Risk obligations for mitigation.
• Ensure full compliance with regulatory, technical, professional, and industry developments, embedding a TCF culture.