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    Complaint Manager

  • Job type: Permanent
  • Sector: Commercial & Financial Division
  • Location: Blackpool, Lancashire
  • Salary: £18000 - £22000 per annum
  • Date posted: 30/08/2017
  • Job reference: CMS029345'2002_1504099589

Rapidly expanding Financial Services firm in Blackpool have a vacancy for a Complaints Manager.

To be considered for this role you will have:

A good understanding of complaint handling regulations applicable to the Financial Ombudsman Service
An understanding of the relevant regulations including overarching FCA principles and TCF outcomes
An understanding of FCA DISP is desirable but not essential
A good understanding of MI requirements, production/management and Root Cause Analysis

The Complaint Manager will be responsible for ensuring that all complaints, written or verbal, are managed in line with the required deadlines and FCA requirements and will have the ability to make fair decisions to ensure customers are provided with appropriate outcomes. The successful candidate will also be able to identify trends and opportunities for service improvement and feed back to the business in order to improve the customer experience and enhance customer retention.

The skills required:

Excellent writing skills and the ability to use MS Office and navigate through a number of in house databases
Outstanding telephone and written communication skills
Good organisation skills, with the ability to prioritise and take ownership of complaint cases
Excellent attention to detail
Ability to work closely and constructively with colleagues within the team/business area and external stakeholders, sharing knowledge and best practices openly and willingly
Regularly liaise with the dealer network to review open merchandise/satisfactory quality complaints and discuss actions required
Exceptional relationship building with strong people skills
The ability to take ownership of a complaint, ensure resolution is fit for purpose and that it meets service standards
Able to work under pressure and meet tight timescales ensuring quality and accuracy

Must have proven ability to make sound decisions of a highly complex nature under pressure

Produce and review complaints MI & reports with consideration given to Root Cause Analysis

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