Head of Complaints

We are currently recruiting for a Head of Complaints who can lead and inspire our Customer Relations teams to truly put the customer at the heart of everything we do. You will dare to be different by creating a culture of continuous learning, reviewing and challenging processes, identifying improvements, conducting RCA and implementing change whilst tracking the output ensuring FCA complaint guidelines and timescales are being adhered to.

Within this role you will also oversee our Ops Risk and Control Team, which is responsible for the implementation and maintenance of the risk management framework throughout Operations. You’ll ensure that the Ops department achieve and maintain full regulatory and legislative compliance, and that key risks are identified, monitored and mitigated

What you will do:

• Ensure company-wide adherence to complaints handling process, in line with FCA complaint handling rules and best practice.
• Be a primary point of contact for senior leadership regarding complaints management and resolution including presenting data and trends on a regular basis including presentations for Board & Exec
• Ensure reports demanded by FCA are accurately completed and submitted on time
• Develop appropriate compensation guidelines for use by the business and ensure the logging and monitoring of all compensation payments.
• Collaborate with our teams to deliver and maintain a continuous improvement cycle, understanding root cause, driving efficiencies, improvements and reporting on efficiencies.
• Drive a data culture within your area and utilise data analytics to drive process improvements and decision-making.
• Drive a highly productive and high performing team, delivering agreed KPI’s and driving esure’s culture throughout the team and department
• Implement efficient and innovative workflows to enhance the customer complaint journey
• Manage/ facilitate all Audit activity within Operations, ensuring all deadlines are achieved and follow up actions are tracked and delivered on time
• Represent Operations at business Risk and Customer forums, providing insight, outputs and milestones

Requirements

We’d love you to have:

• Experience within a Lead or Head of role managing Complaints functions, driving high performance and delivering tangible results for a business and its customers
• Extensive knowledge of complaints handling and processing within regulated environment
• Proven experience managing relationships with external regulatory partners including the FCA and Financial Ombudsman Service (FOS)
• Data driven with the ability to create complex reports for internal and external partners (such as the FCA / FOS)
• Significant exposure to internal audit risk assessment programmes and quality review planning, review methodology and feedback techniques.
• Someone who embraces change and can navigate a team through this effectively
• The ability to collaborate with colleagues of all levels and partner with exec / board level.