Head of Complaints

at  Close Brothers Group

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join Close Brothers Retail Team where you will be responsible for the day to day management of the Close Brothers Motor Finance and Premium Finance Complaints Teams including the appropriate professional skills to investigate and evaluate the substance of customer complaints made and to help make fair and reasoned judgements on outcomes in a timely manner; as well as developing the team’s customer service skills to handle the toughest situations.. Working as part of the Complaints team our ideal team member will have previous experience in Risk management with excellent communication skills.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• Operationally astute
• Excellent written and communication skills
• Analytically minded
• Risk management experience
• Familiar with LEAN methodologies
• Employee management experience
• Financial services experience
• FCA knowledge
• Ability to challenge the status quo
  We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at recruit.ssc@closebrothers.com or request a call back.

ABOUT US

For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

• Implement planning processes to identify workloads as well as managing teams to appropriate KPI’s.
• Ability to manage FTE budgets and complaints redress costs ensuring costs borne are appropriate and minimised.
• Management of senior internal stakeholders in the business, able to present information at a senior level and ability to liaise with external parties including the Financial Ombudsman
• Maintaining and improving internal processes and procedures aligned to current industry best practice, and any appropriate legal/regulatory requirements.
• Driving business-wide awareness of complaints handling and alignment to TCF principles. To ensure that all complaints received are resolved successfully in line with the FCA’s Treating Customers Fairly principles and to liaise with all relevant parts of the business in order to facilitate such outcomes.
• Produce Business intelligence and implement appropriate changes based on trends and patterns that are concise and succinct and allow the business to make meaningful change to reduce customer complaints improve productivity and improve ‘ease’.
• Recruit, train and employ high calibre employees within budget, headcount levels and temporary resource requirements
• Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
• Provide oversight and direction to employees in accordance with the firm’s policies, procedures, standards and SLAs
• Hold regular one-to-ones with direct reports ensuring that feedback is provided in a constructive way whilst working with the employee to facilitate personal development
• Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required
• To coordinate and maintain the company complaints system to ensure on-going compliance of the business with FCA and Consumer Credit Act regulation.
• Delivery of all compliance training and audit business requirements as well as maintaining and promoting a close working relationship with Risk, Compliance and other business areas. To ensure all complaints are handled within the rules set down by the Financial Ombudsman Service and according to Company policies and procedures
  Developing Our People: as a line manager, you will be responsible for inspiring and motivating your team, as well as developing performance through coaching. You will encourage your team to take responsibility for their own personal development and provide support through regular feedback.