Head of Complaints

As the Head of Complaints, you will own the Complaints and Variable Customer Framework in Saga's Insurance Brokerage business. Reporting to the Operations Director, you'll be responsible for managing the Customer Relations Team and providing insight and solutions for the ongoing development and evolution of our Complaints handling. As a business, we support a diverse group of customers and help them at various stages of their lives. As our Head of Complaints it is important that you are passionate about the customer and can instil a customer centric culture within your direct team and beyond. In this varied role, you'll use strategic thinking to be continuously improve our proposition, products and services. You'll have a data driven approach to combine RCA, VOC insights to ensure customer, regulatory and business needs are met. We offer flexibility over where you work - you choose a place where you feel most comfortable and productive, either from home or in one of our hubs in London or Kent. This role will require a presence in both our London and Ashford offices roughly twice a month.Role Responsibility As our Head Complaints you will be Overall owner for the SSL Complaints Framework and its governance structure and operating model. You will be delegated responsibility as a Certified Function Holder for Complaints (OR10), including responsibility for all FCA-regulated reporting on a 6-month basis. Other accountabilities will include:

• Responsible for the handling of all complaints received by Insurance Operations, and indirectly responsible for those complaints handled under delegated authority
• Accountable for ensuring that all complaints are handled in a timely manner and in an appropriate and compliant way in accordance with the Complaints Framework. Supporting and empowering teams to deliver the right outcomes quickly and efficiently - protecting brand and customer satisfaction.
• Overseeing the day-to-day activities of the complaints team and acting as an interface between the business, senior management, and various support functions for complaints
• Owner of the high profile complaints process including CEO, Media and FOS cases
• Working with the Complaints RCA Lead to provide accurate and timely complaint insight to senior management and committees using Root Cause Analysis techniques.
• Driving change through RCA initiatives, engaging with appropriate parts of the business to ensure complaints RCA is bringing positive change to the business
• Identifying, developing, leading, and implementing local change programmes which improve the delivery of the customer experience by constant reviews of the customer journey and VOC insights
• Maintaining up to date knowledge of regulatory requirements for the handling of complaints and changes in legislation. Ensuring that all policies and processes are kept up to date to maintain a high level of regulatory compliance.
• Following our Governance and Business Code of Conduct and always acting with integrity and due diligence. Reducing harm to consumers and encouraging colleagues to take personal responsibility for this conduct and actions.
• Act as Vulnerable Customer Champion to provide oversight and continuous improvement for all of our customers in vulnerable circumstances or with additional support need
• Take ownership of raising incidents, attending workshops, prompt closure of incidents and supporting lessons learned to ensure delivering optimum operational controls
  
  As our Head of Complaints, you would have a proven track record of front-line contact centre complaints experience in regulated entities in UK Financial Services.
Whilst experience within the Insurance industry is desirable, we would be happy to consider applications if you have experience in the wider financial services sector. Other experience includes:
• Extensive experience in operational management
• Experience in leading customer facing teams and a track record of customer excellence & performance against KPI's
• Experience in building, modifying, and maintaining policy and procedures
• Understanding elements required to deliver an effective complaints operating model i.e., Training & Competence, Culture, Policy process & procedure, Governance, Quality Assurance, RCA, MI, systems and infrastructure. Using that understanding to build effective roadmaps and plans with a focus on timely and well evidenced execution
• Experience at forming and delivering strategic roadmap plans including training, quality assurance and RCA annual plans
  
  Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better. We're passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We're dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference. Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues. We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich. BENEFITS AVAILABLE TO ALL COLLEAGUES:
• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• PMI after 1 years service
• Car allowance - £4,800 per annum
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform