Complaint Team Leader

We are looking for a skilled Complaints Team Leader to oversee a team of complaint handlers, driving efficiency and compliance in handling complex cases. You will act as the escalation point for high-level issues and ensure adherence to internal frameworks and FCA complaint handling rules.,

• Lead and motivate your team to meet productivity, quality, and compliance targets.
• Manage complaint handlers, ensuring efficient resolution and escalation of complex cases.
• Conduct performance reviews, identify training needs, and foster team development.
• Analyze data to anticipate operational issues and drive improvements.
• Collaborate with clients, stakeholders, and the Financial Ombudsman Service (FOS).
• Lead continuous improvement initiatives and align your team with business goals.
• Ensure compliance with risk management and FCA regulations.
  
  Strong leadership, coaching, and people management skills.
• Proven decision-making abilities and a customer-focused approach.
• Excellent communication, time management, and organizational skills.
• Experience in handling targets in a fast-paced environment.
• Knowledge of relevant business systems and processes.
• At least 3 years' experience in a similar role.
• Proficiency in Microsoft Word and Excel.
  
  Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
  
  Salary: From £29000-£31000, 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection