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- Tasks: Lead the resolution of customer complaints while ensuring compliance with regulations.
- Company: Join a dynamic insurance firm focused on positive customer outcomes and integrity.
- Benefits: Enjoy a supportive work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by promoting customer satisfaction and improving complaint handling processes.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: This role is perfect for those looking to develop their leadership skills in a fast-paced setting.
The predicted salary is between 36000 - 60000 £ per year.
To ensure timely and appropriate complaint resolutions in line with FCA regulations and client service delivery schedules. Promote positive customer outcomes to ensure that Conduct Risk and Consumer Duty standards and values are instilled within the business.
Oversee the maintenance of local governance and controls including, but not limited to:
- Adherence to all corporate policies and procedures
- Appropriate queue and people management
- Relevant client and regulatory change
- Evidence of people and process development including workflow and people competency
- Timely closure of all agreed audit actions
Work closely with clients to ensure that The Customer Relations team is working within prescribed client complaint frameworks. Attend and lead regular Complaint-based Client calls. Represent HCL on monthly Client Assurance meetings. Act with integrity on behalf of the business and Client, based on HCL corporate and local procedures and controls. Ensure that the team is aware of their roles and responsibilities. Ensure that regular 1-2-1’s and annual appraisals are completed in line with core HCL principles.
Key tasks & responsibilities:
- Ensuring compliance of all functions within the Complaint framework, including internal and client procedures, FCA Dispute Resolution: Complaints and FOS and law.
- Ensuring the support of an effective and efficient Complaint handling function to our clients.
- Overseeing the development of case handlers, in accordance with Business demand.
- Establishing consistent and appropriate decisions methodology supported by HCL T&U.
- Liaising with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.
- Educating and disseminating best practice for the effective handling of complaints.
- Expanding on existing Root Cause Framework.
- Overseeing outcomes and actions identified through conduct root cause analysis.
- Managing workloads to ensure Complaints are resolved within regulatory timeframes.
- On-going review of work processes with a view to continual improvement in the handling of complaints.
- Supporting the introduction of Internal Audit recommendations.
- Building and maintaining relationships with key internal and external stakeholders through frontline and daily contact.
- Communicate to management where processes or actions that might be contrary to Conduct Risk and Consumer Duty obligations in order that these can be managed and mitigated before they crystallize.
- Ensuring that the service is fully compliant with all current regulatory, technical, professional and industry developments.
- Specifically, fully embedding and maintaining a TCF culture.
Complaints Manager (Insurance) employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager (Insurance)
✨Tip Number 1
Familiarise yourself with FCA regulations and the specific complaint frameworks used in the insurance industry. Understanding these guidelines will not only help you in interviews but also demonstrate your commitment to compliance and customer service.
✨Tip Number 2
Network with professionals in the insurance sector, especially those involved in complaints management. Attend industry events or join relevant online forums to gain insights and make connections that could lead to job opportunities.
✨Tip Number 3
Prepare to discuss your experience in managing teams and handling complaints effectively. Be ready to share specific examples of how you've improved processes or resolved complex issues in previous roles.
✨Tip Number 4
Research StudySmarter's values and culture, particularly around Conduct Risk and Consumer Duty. Tailoring your conversation to align with our principles during interviews can significantly enhance your chances of landing the job.
We think you need these skills to ace Complaints Manager (Insurance)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Manager in the insurance sector. Familiarise yourself with FCA regulations and the importance of Conduct Risk and Consumer Duty standards.
Tailor Your CV: Highlight your experience in complaint resolution, team management, and compliance with regulatory frameworks. Use specific examples that demonstrate your ability to promote positive customer outcomes and manage workloads effectively.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and your commitment to maintaining high standards in complaint handling. Mention how your skills align with the key tasks outlined in the job description.
Showcase Relevant Skills: Emphasise skills such as communication, problem-solving, and stakeholder management. Provide examples of how you've successfully handled complaints or improved processes in previous roles.
How to prepare for a job interview at HCLTech
✨Understand the Regulatory Framework
Familiarise yourself with FCA regulations and how they apply to complaint handling. Be prepared to discuss how you would ensure compliance and promote positive customer outcomes in line with these standards.
✨Showcase Your Leadership Skills
As a Complaints Manager, you'll need to lead a team effectively. Prepare examples of how you've managed teams in the past, focusing on your approach to 1-2-1s, appraisals, and fostering a culture of accountability and development.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific complaints you've handled and the methodologies you used to resolve them. Highlight your experience with root cause analysis and how it has led to improved processes.
✨Build Relationships with Stakeholders
Emphasise your ability to liaise with both internal and external parties. Share examples of how you've built and maintained relationships that have led to successful complaint resolutions and enhanced client satisfaction.
