Complaints Team Leader

JR United Kingdom; 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 individuals. In this pivotal role, you will ensure timely and effective complaint resolutions while adhering to FCA regulations. Your leadership will promote positive customer outcomes and embed Conduct Risk standards throughout the organization. You will oversee local governance, manage client relations, and support the development of your team. If you are passionate about delivering exceptional service and fostering a culture of compliance and integrity, this role offers you the opportunity to make a significant impact.

Qualifications

• Experience in managing a team of complaint handlers.
• Strong knowledge of FCA regulations and complaint resolution processes.

Responsibilities

• Ensure timely and appropriate complaint resolutions in line with FCA regulations.
• Promote positive customer outcomes and embed Conduct Risk standards.

Skills

Complaint Handling

Team Management

Regulatory Compliance

Client Relations

Conduct Risk Awareness

Education

Bachelor's Degree

Job description

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Complaints Team Lead Role

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

The primary responsibility is to ensure timely and appropriate complaint resolutions in line with FCA regulation and client service delivery schedules.

Key responsibilities include:

• Promoting positive customer outcomes to ensure Conduct Risk standards and values are embedded within the business.
• Overseeing local governance and controls, including adherence to corporate policies, queue and people management, regulatory change, and development of people and processes.
• Deputising for the Complaints Manager in managing client relations and participating in governance meetings.
• Acting with integrity on behalf of the business and clients, following HCL procedures.
• Ensuring team members understand their roles through regular 1-2-1s and annual appraisals.

Key Tasks & Responsibilities

• Ensuring compliance with all functions within the Complaint framework, including FCA Dispute Resolution, Complaints, FOS, and relevant laws.
• Supporting an effective complaint handling function for clients.
• Developing case handlers according to business demand.
• Establishing consistent decision-making processes supported by HCL T&U.
• Collaborating with internal and external parties to resolve complaints appropriately.
• Educating staff on best practices for complaint handling.
• Monitoring outcomes through conduct root cause analysis.
• Managing workloads to resolve complaints within regulatory timeframes.
• Reviewing and improving work processes continually.
• Supporting the implementation of Internal Audit recommendations.
• Building relationships with key stakeholders through daily contact.
• Reporting to management on processes or actions that may conflict with Conduct Risk obligations.
• Ensuring compliance with regulatory, technical, and industry standards, including embedding a TCF culture.