- Responsible for informing the business through the necessary forums to ensure the customer view is heard and FSA/FCA dispute resolution rules are adhered too under jurisdiction of the financial ombudsman scheme (FOS);
- Responsible for the management of the organisation's B2B clients reputational risk by having the oversight and responsibility for the complaints management processes for the organisation B2B clients;
- Represent the voice of the customer and be the FOS requirements expert at the necessary governance forums;
- Represent the organisation at FOS Hearings;
- Responsible for the effective control of the budget and payment authorisation levels of Compensation and Gestures of Goodwill and FOS levy and case fees currently £500.00 per case;
- Responsible for delivering the required standard and content of complaint information/data required for various governance forums and business partners to enable root cause analysis and customer led change;
- Management of B2B staff policy & processes to ensure adherence to FOS and other regulatory obligations in respect of complaints handling;
- Manage all escalated complaints.
- Degree or equivalent NVQ;
- Experience of writing policies and procedures to support the organisation's complaints management programme;
- Proven experience of management and development of people;
- Excellent communication, resilience and influencing skills;
- Confident decision-making and judgement skills
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Regulatory Complaints Manager
1 day ago
Davies Resourcing London, United KingdomMy client is a leading Investment and Wealth Management firm. Due to business growth and acquisition the firm are seeking to expand the Compliance team and a newly created role has arisen to focus on providing advice to the business in relation to handlingclient complaints correc ...
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Complaint Manager
1 week ago
Bits Card Inc London, United KingdomBits is a London-based fintech startup dedicated to promoting financial inclusion by providing credit building solutions to individuals overlooked by mainstream lenders. This is an exciting opportunity to work in a startup environment and contribute to our mission of bringing fin ...
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Complaints Manager
1 week ago
Switched on London Ltd London, United KingdomThe position is available immediately at our office based on Garratt Lane close to Earlsfield Station, SW18. The Company has also achieved MCS approval for the install of Air Source Heat Pumps and future opportunities are available to install and maintain these future low carbon ...
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Complaints Manager
1 week ago
(MALIN+GOETZ) London, United KingdomCompany Description : (MALIN+GOETZ) is a fast-growing, 20-year-old, founder-based gender-neutral beauty and lifestyle business based in New York City. along with an expanding presence online through Additionally, the brand is listed internationally with 600+ high-end accounts acr ...
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Complaints Manager
1 week ago
(MALIN+GOETZ) London, United KingdomJob Description Company Description : (MALIN+GOETZ) is a fast-growing, 20-year-old, founder-based gender-neutral beauty and lifestyle business based in New York City. along with an expanding presence online through Additionally, the brand is listed internationally with 600+ high- ...
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Complaints Manager
3 days ago
Saga Group London, United KingdomHere at Saga Travel Group, we are already planning for 2025 and beyond Due to this expansion, we are growing the team of Tour Managers who run our Titan Travel branded escorted tours. · Titan is an award-winning tour operator; the UKs leading escorted holiday company, establishe ...
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Complaints Manager
1 week ago
Industrious London, United KingdomIndustrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other ...
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Complaints Manager
1 day ago
Leasing World United KingdomCAREERS IN LEASING Job Reference:: CM/SL/VM/11-Apr · Job Title:: Complaints Manager · Location:: UK · Salary:: 40-42k plus car and great benefits · Description · Complaints Manager - Slough 40-42k plus car and great benefits. Hybrid working · You will be responsible for ...
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Complaints Manager
1 week ago
Gradbay Limited United Kingdom2 days ago Be among the first 25 applicants · Direct message the job poster from GradBay · Our client is a dynamic and rapidly growing legal practice located in the heart of Manchester. Their firm is dedicated to providing exceptional legal services across a range of practice a ...
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Senior Complaints Manager
2 days ago
Weatherbys Banking Group London, United KingdomMANAGER, PRIVATE BANK · LONDON (HYBRID) · Weatherbys Private Bank are looking for an effective and inspiring people manager. Based in our stunning offices in Mayfair, you will enjoy hybrid working with up to 2 days per week based at home. You will be fully supported by an approa ...
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Housing Complaints Manager
1 week ago
Spencer Clarke Group London, United Kingdom Contract, Full timeMy client in Central London is looking to appoint a talented Housing Complaints Manager on a Contract basis. · The role will play a key role in reducing the current backlog of complaints for the local authority, whilst managing relevant KPI's, compliance and performance. · About ...
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Complaints case manager
3 days ago
Pure Resourcing Solutions Limited England, United KingdomCompliant Case Manager Monday-Friday 9am-5:30pm (Fridays 5pm) £25,000-£30,000pa We're looking for a Case Manager to join our Client Relations team on a permanent basis. This varied role is critical in supporting our Service Excellence objectives by using a variety of dispute reso ...
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Complaints Management Director
1 week ago
Troon International United KingdomThey have extensive knowledge of the care, operation, and overall repair and maintenance of the entire facility, grounds upkeep, and contracted services such as construction/improvement, general building maintenance, custodial, pool and HVAC. Additionally, the Maintenance Directo ...
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Quality Assurance and Complaints Manager
1 week ago
Galderma Pharma S.A London, United KingdomHead of Quality, UK & Ireland page is loaded Head of Quality, UK & Ireland · Apply locations London posted on Posted 2 Days Ago job requisition id JR008709 With a unique legacy in dermatology as well as decades of cutting-edge innovation, Galderma is the pure-play dermatology ca ...
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Quality Assurance and Complaints Manager
1 day ago
GALDERMA London, United KingdomWith a unique legacy in dermatology as well as decades of cutting-edge innovation, Galderma is the pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that spans th ...
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Property Services Complaints Manager
1 week ago
The Oyster Partnership United KingdomProperty Services Manager · Competitive Rate · Hybrid Working · A Council in Suffolk is looking for their next Property Services Manager to join them on an interim basis for a 6 months' contract. · The Council is operating a hybrid working approach, so you will only need to be in ...
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SmithMartin LLP London, United KingdomCan you help resolve student problems? Come and lead Birkbeck's Student Complaints, Conduct and Appeals team · The Student Complaints, Conduct and Appeals team offers a service to students seeking to make use of its policies around complaints, academic misconduct, student discipl ...
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Complaint Evaluator Associate Manager
3 days ago
OLYMPUS EUROPA SE & CO. KG United KingdomComplaint Evaluator Associate Manager · KeyMed (Medical & Industrial Equipment) Ltd. (OKM) | Corporate With around 1,300 employees in the UK, METNA & ROI, Olympus KeyMed operates in a diverse range of business areas which allow us to attract people with all kinds of skills and ...
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Birkbeck, University of London London, United Kingdom Full time, PermanentCan you help resolve student problems? Come and lead Birkbeck's Student Complaints, Conduct and Appeals team · The Student Complaints, Conduct and Appeals team offers a service to students seeking to make use of its policies around complaints, academic misconduct, student discipl ...
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Property Services Complaints Manager
2 weeks ago
Eden Brown United KingdomOur client a Large Local Authoirty are looking for : - · Property Services Manager · Location: West Midlands (South ) hybrid working 2 days a week in the office (negotiable). · Working hours: 37 hours Monday to Friday · 14 PAYE · ASAP · To be responsible for a wide range of estat ...
Head of Complaints Management - London, United Kingdom - Finegreen
Description
Finegreen are supporting an organisation in the North East to appoint a Head of Complaints Management.The right candidate will need to attend an officer 2 days a week either at Central London, Lytham, Glasgow or Durham.
The post will be for an interim period of 6 months, with a competitive day rate.The post holder will be responsible for the effective and compliant management of the organisation's complaints procedures for all types of complaints / enquiries, ensuring the organisation manages the reputational and financial risk associated with the final review of complaints prior to escalation to the Financial Ombudsman Service
Key responsibilities will include:
The ideal candidate will have:
Head of Complaints Management professionals in London
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Camilla Dormer
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