Head of Complaints Management

Description:

Finegreen are supporting an organisation in the North East to appoint a Head of Complaints Management. The right candidate will need to attend an officer 2 days a week either at Central London, Lytham, Glasgow or Durham.

The post will be for an interim period of 6 months, with a competitive day rate.

The post holder will be responsible for the effective and compliant management of the organisation’s complaints procedures for all types of complaints / enquiries, ensuring the organisation manages the reputational and financial risk associated with the final review of complaints prior to escalation to the Financial Ombudsman Service

Key responsibilities will include:

Responsible for informing the business through the necessary forums to ensure the customer view is heard and FSA/FCA dispute resolution rules are adhered too under jurisdiction of the financial ombudsman scheme (FOS);
Responsible for the management of the organisation’s B2B clients reputational risk by having the oversight and responsibility for the complaints management processes for the organisation B2B clients;
Represent the voice of the customer and be the FOS requirements expert at the necessary governance forums;
Represent the organisation at FOS Hearings;
Responsible for the effective control of the budget and payment authorisation levels of Compensation and Gestures of Goodwill and FOS levy and case fees currently £500.00 per case;
Responsible for delivering the required standard and content of complaint information/data required for various governance forums and business partners to enable root cause analysis and customer led change;
Management of B2B staff policy & processes to ensure adherence to FOS and other regulatory obligations in respect of complaints handling;
Manage all escalated complaints.
The ideal candidate will have:

Degree or equivalent NVQ;
10 years-experience of complaint/service recovery handling i.e. FSA dispute resolution rules and the Financial Ombudsman Scheme (FOS);
Experience of writing policies and procedures to support the organisation’s complaints management programme;
Proven experience of management and development of people;
Excellent communication, resilience and influencing skills;
Confident decision-making and judgement skills.
If you are interested in the role, please contact Ria Healy on (phone number removed) and send a copy of your updated CV to (url removed) along with your availability and rate.w