We're looking for a Head of Complaints to lead a transformational project that involves improving our complaints process to meet best practice, set the direction of the team, support our Complaints Handlers through their career progression, and drive root cause analysis.
Client Details
An Insurance firm
Description
What you'll be doing
- Developing and executing a comprehensive strategy for the transformation of the Complaints Department.
- Leading and motivating the team in their day-to-day operations, ensuring we are on track to hit our ambitious KPI targets and they are engaged and driven to be best in class.
- Develop the new complaints management systems, working closely with key stakeholders internally and externally to ensure its swift implementation.
- Evaluating our current complaints handling processes and identifying areas for improvement.
- Implementing streamlined and efficient workflows to enhance the customer complaint journey.
- Utilise data analytics to drive process improvements and decision-making.
- Ensure all complaints handling procedures comply with FCA regulations and industry best practices.
- Working closely with the compliance team to address any regulatory changes or issues.
- Foster a culture of continuous improvement, accountability, and exceptional customer service.
- Design and implement training programs to enhance team skills and knowledge.
- Champion customer-centric initiatives and ensure the voice of the customer is central to all complaints handling processes.
- Implement feedback mechanisms to capture customer insights and drive service improvements.
- Working collaboratively with other departments to present MI and resolve systemic issues affecting customer satisfaction.
- Act as the primary point of contact for senior leadership regarding complaints management and resolution, including presenting data and trends on a regular basis.
- Build and maintain strong relationships with key stakeholders across the firm.
- Provide regular updates to senior management on the progress of the transformational project and departmental performance.
- Training the team to conduct root cause analysis of complaints to identify trends and develop preventative measures.
Profile
**What we're looking for from you
- You've got a minimum of 6 years of experience leading a Complaints, Compliance or Operations team in an FCA-regulated environment, preferably in the insurance sector.
- You excel at coaching those you manage and empowering them to make efficient decisions and achieve their goals
- Proficiency working with Looker, SQL knowledge and complaints management systems.
- You are comfortable manipulating and interpreting data, doing root cause analysis and sharing your findings in an easily understandable way.
- Strong knowledge of FCA regulations and compliance requirements.
- You have experience handling requests from and maintaining a good relationship with the FOS.
- You have excellent leadership and people management skills.
- You have exceptional analytical and problem-solving abilities.
- Outstanding communication and stakeholder management skills.
- Proficiency in using complaints management systems and data analytics tools.
Job Offer
**Perks of the job
- Flexible working - Spend 1 day per week with your team in our new collaborative London office, and own your own working hours. The rest is up to you. *If this arrangement doesn't work, don't let it hold you back. We're always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we'll talk about our options �?
- Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things _you w_ant. Whether that's subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes ??
- Learning and development - Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset ??
- Mental wellbeing support - Access therapy and mental health sessions through Oliva ??
- Competitive bonus scheme - designed to reward and recognise high performance �?
- Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches �?
- Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
- Tech scheme - Get the latest tech for less ??