As our Complaints Resolution Team Leader you will be leading a team of three being responsible for the development, implementation, and maintenance of the company's Complaints Handling Framework. You are responsible for ensuring that complaints are dealt with appropriately in a timely manner in line with regulatory requirements with customers receiving good outcomes meeting the Consumer Duty. This is a fixed term contract for 10 months. Your day to day will include:

• Ensuring the delivery of service standards, meeting regulatory requirements and delivering good customer outcomes by the Complaints Resolution Team throughout the complaints handling process.
• Ensuring the complaints handling process appropriately supports vulnerable customers, adapting for specific complaints to ensure good customer outcomes.
• Producing complaints MI.
• Completing monthly Root Cause Analysis of all complaints, ensuring appropriate actions are taken.
• Escalating to key stakeholders any risks identified.
• Reviewing and providing sign off for complex complaint responses.
• Overseeing the complaints management system.
• Developing the reporting process from the complaints management system to ensure it is efficient and provides the senior stakeholders with appropriate information.
• Regularly maintaining and reviewing the Complaints Risk Register.
• Ensuring continuous improvement and consistency through the analysis of Quality Assurance outcomes.
• Driving education and awareness of complaints good practices across the organisation, developing and delivering training as appropriate.
Working hours are 35 hours a week Monday to Friday. Start times can vary from 8am to 9.30am. After a successful training period there is flexibility to work from home up to 2/3 days a week.


• Significant complaint resolutions experience
• Demonstrable experience of managing a team
• Good understanding of the FCA/PRA rules and guidelines in relation to complaints handling
• Knowledge of Conduct Risk and Consumer Duty regulations.
• Excellent customer service skills
• Solution and delivery focused
• Able to look at root cause analysis and facilitate recommended changes to ensure a good outcome for the customer.
• Ability to build strong relationships with key stakeholders across the business at all levels.
• Innovative and able to drive change to strengthen policies, processes and procedures.
• Proficient in data analysis and reporting tools
  
  Company Bonus up to 10% dependent on your performance and company performance
• 28 days holiday plus bank holidays
• Life Assurance (4x pensionable earnings)
• Contributory Pension scheme (company contribute up to 10%)
• Season Ticket Loan
• 1 days paid charitable work day
• Employee Assistance Programme
Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.