This is a challenging and vibrant role which entails, but is not limited to, reviewing complaints received via the CSD & Claims, ensuring absolute compliance with all of the regulatory requirements. The role also involves providing support and assistance with complaint handling and identifying any system/process/service deficiencies.
Key Duties & Responsibilities:

Key responsibilities for the role include:

• Analysis of informal (Stage 1) complaints, recorded within the departments, to ensure full adherence with CPC requirements.
• Investigation, handling and drafting of responses to all assigned formal (Stage 2) complaints, received within the departments, in line with Consumer Protection Code guidelines, in a timely manner for review and sign off prior to issue
• With supervision of the Operations Complaints Manager/Specialist manage complaints escalated to the Financial Services & Pensions Ombudsman’s office (FSPO)
• Review and collate complaint data to detect trends and root causes, communicating findings to the Complaints Manager for escalation to relevant Stakeholders including the HOD & Managers, to promote learning and aid behavioural/process change
• Ensure any quality issues highlighted through complaints are identified and feedback is provided to the relevant area/team
• Investigate possible breaches of CPC requirements
• Identify and assist with training requirements on Complaint Handling where required
• Support the communication of all relevant complaint management processes
• Provide assistance to the Quality Team where required
• Any other duties/responsibilities as may be reasonably assigned by your Line Manager in line with company requirements.

KNOWLEDGE, SKILLS, COMPETENCIES:

• Preferred qualifications suitable for a CF8 role (Grandfathered, CIP, ACII or FCII)
• Strong communication and negotiation skills
• Experience dealing with customers
• Must be methodical, high degree of accuracy and attention to detail
• Strong organizational and administrative skills with a disciplined approach to tasks/duties
• Proficiency in all Microsoft Office packages
• Excellent interpersonal skills with demonstrated record in building working relationships with a wide range of internal and external stakeholders
• A proactive and energetic approach with the ability to prioritise workloads, in order to achieve deadlines

• Analysis of informal (Stage 1) complaints, recorded within the departments, to ensure full adherence with CPC requirements.
• Investigation, handling and drafting of responses to all assigned formal (Stage 2) complaints, received within the departments, in line with Consumer Protection Code guidelines, in a timely manner for review and sign off prior to issue
• With supervision of the Operations Complaints Manager/Specialist manage complaints escalated to the Financial Services & Pensions Ombudsman’s office (FSPO)
• Review and collate complaint data to detect trends and root causes, communicating findings to the Complaints Manager for escalation to relevant Stakeholders including the HOD & Managers, to promote learning and aid behavioural/process change
• Ensure any quality issues highlighted through complaints are identified and feedback is provided to the relevant area/team
• Investigate possible breaches of CPC requirements
• Identify and assist with training requirements on Complaint Handling where required
• Support the communication of all relevant complaint management processes
• Provide assistance to the Quality Team where required
• Any other duties/responsibilities as may be reasonably assigned by your Line Manager in line with company requirements