Complaints Team Leader

HCLTech; Romford; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Complaints Team Lead to manage a dedicated team of 12-15 professionals. In this pivotal role, you will ensure timely and effective complaint resolutions while adhering to FCA regulations and promoting positive customer outcomes. Your leadership will foster a culture of compliance and continuous improvement, as you oversee governance and controls, manage workloads, and build strong relationships with stakeholders. If you are passionate about customer service and have a knack for process enhancement, this is the perfect opportunity for you.

Qualifications

• Experience in managing complaint resolution teams and adhering to regulatory standards.
• Ability to conduct regular appraisals and promote team development.

Responsibilities

• Ensure compliance with complaint handling frameworks and regulatory requirements.
• Oversee development and training of case handlers according to business needs.

Skills

Complaint Management

Regulatory Compliance

Team Leadership

Customer Service

Process Improvement

Education

Bachelor's Degree

Relevant Professional Certification

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 the management of client relations and attendance at relevant governance meetings.

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

Ensure the team is aware of their roles and responsibilities. Conduct regular 1-2-1s and annual appraisals in line with core HCL principles.

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

Key tasks & responsibilities

• Ensure compliance of 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 our clients.
• Oversee the development of case handlers according to business demand.
• Establish consistent and appropriate decision-making methodology supported by HCL T&U.
• Liaise with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.
• Educate and disseminate best practices for effective complaint handling.
• Oversee outcomes and actions identified through conduct root cause analysis.
• Manage workloads to ensure complaints are resolved 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 internal and external stakeholders through frontline and daily contact.
• Communicate to management any processes or actions that might be contrary to Conduct Risk obligations for mitigation.
• Ensure full compliance with all current regulatory, technical, professional, and industry developments, specifically embedding and maintaining a TCF culture.