Complaints Team Lead - Liverpool, United Kingdom - Diligenta

Diligenta

Verified Company

Liverpool, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Salary:
From £29000-£29000

Who are Diligenta?:

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations.

A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

The Opportunity:

Due to internal progression, here at Diligenta we are looking for an experienced Complains Team Leader to lead, develop, coach and motivate a team of around twenty employees, ensuring all people management processes are adhered to.

This person will be overseeing the work of complaint handlers to ensure that all complaints are dealt with fairly, promptly and efficiently and act as the escalation point for complex complaints.

You'll be:

Conducting performance reviews completed timely and comprehensively with training and development needs identified
Ensuring the team are managed, developed and coached, while ensuring that complaints have been dealt with promptly, fairly and efficiently
Dealing with any operational factors which may impact service delivery are proactively identified and communicated to Line Manager with proposals for resolution
Ensuring resources and own time is managed effectively, meeting the department measures including SLA and FCA reporting requirements
Can show a strong understanding of Life and Pensions industry
Have a thorough understanding of complaint handling processes, FCA complaint handling rules and appropriate redress
Can show an understanding of the suitability of the products for individual customer needs for life assurance pensions, FSAVC, pensions review and mortgages
Have a detailed understanding and practical experience of all relevant people management policies and processes including performance management, absence management, grievance and disciplinary

The Perks:

25 days holidays + 8 bank holidays
Discretionary annual bonus
Company pension scheme membership
Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
Access to our Confidential Helpline is available to be used by you and your family
Develop your career through a wider global organisation of the TCS family