Complaints Manager - Potters Bar, United Kingdom - eFinancialCareers

eFinancialCareers

Verified Company

Potters Bar, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies.

We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary:

Responsible for all aspects of endtoend Complaints management including process ownership, planning, case allocation, reporting, complaints framework ownership, Executive Complaints, and day to day management of the Complaints Specialists team.
Part of the Customer Services Management Team working across all locations and business lines. Main point of contact for complaints for Senior Stakeholders, 2nd & 3rd Line Risk Teams.

What You'll Do:

To manage & lead a team of complaints specialists in all aspects of the endtoend complaints process including, planning, case allocation and adherence to internal & regulatory complaints frameworks.
Ownership and ongoing development of the complaints framework and process.
To lead and manage the team creating an environment where colleagues are motivated to do their best & provide good customer outcomes. Ensuring they have the appropriate coaching and training to deliver a strong performance. Ensuring appropriate oversightand QA testing of complaint outcomes for complaint specialist and customer service teams providing developmental feedback.
To be the main point of contact for complaints across Canada Life including Senior Managers and 2nd & 3rd line risk teams and the Financial Ombudsman. Ensuring stakeholder needs proactively managed and appropriate outcomes achieved. Responsible for andtaking a handson approach to the timely resolution of CEO / Executive complaints. Work with Customer Service teams to ensure complaints are resolved as quickly as possible using the 72hour process where possible.
To produce timely and insightful management information and reports for various forum & committees including Board meetings which highlight customer outcomes, root cause and performance of the complaint process also responsible for all Regulatory reporting.
To undertake and report on root cause analysis for complaints ensuring that improvements and actions are logged and agreed with stakeholders and resolved. Ensuring any risk events or nonadherence are logged and reported to the appropriate risk teams.
To be responsible for ensuring that all policy and process documentation for complaints is reviewed regularly and kept up to date.

Who You Are:

Knowledge and experience of complaints including regulatory requirements
Experience of leading a successful Team in a Financial Services or Operational environment
Demonstrable experience of working in financial services organisations and/or customer service environment.
Knowledge and experience of complaints including regulatory requirements
Professional manner when dealing with complex complaint cases
Strong communication skills, telephone and written.
Competent user of technology with strong PC skills including knowledge of Microsoft Office packages.
Sound negotiation skills, when dealing with complex/ financial complaint cases
Analytical experience and ability to identify trends and root cause and identify solutions.
Ability to remain calm under pressure and provide measured and wellarticulated responses
Ability to coach and feedback effectively to teams and individuals, peers, and senior managers
Ability to take ownership and make decisions

What you'll like about working here

As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme.

You'll also receive the support youneed with your personal and professional development.

Diversity and inclusion
Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences
We appreciate that everyone has different work and life responsibilities.

We're happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.