Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the Complaints function to ensure top-notch service and compliance.
- Company: Join Diligenta, a leader in customer experience and operational efficiency.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Make a real impact by enhancing customer experiences and driving operational improvements.
- Qualifications: Strong leadership skills and experience in customer service within regulated industries required.
- Other info: Be part of a collaborative team focused on continuous improvement and client partnerships.
The predicted salary is between 43200 - 72000 £ per year.
To lead and manage the Complaints functions of one Diligenta Account ensuring that they meet their defined requirements and service standards, whilst maintaining the required legislative and regulatory compliance and delivering customer experience enhancements and operational efficiencies.
What you’ll be doing
- Lead and manage the Complaints function to deliver excellent service to clients, customers and colleagues as defined by policy, contract, regulation, legislation and company strategy
- Deliver client SLAs and KPIs and internal initiatives and deliver to remediation plans where required
- Produce and communicate operational updates and strategic plans at internal and client governance forums
- Establish and maintain strong client relationships to support a client partnership approach to mutual customer and commercial benefit.
- Lead, develop and direct the Operations Managers by appropriate performance management and development of standards and practices and by continuous and active employee engagement
- Coach, mentor and develop direct reports to ensure effective and consistent operational delivery, governance, risk management, best practice and shared culture
- Identify and deliver improved Operations efficiency using technology drivers including BaNCS and automation and systems thinking techniques
- Lead change and/or technical projects on behalf of the Complaint function
- Represent the voice of the customer through challenging internal process, service and failure demand and hold other operational teams to account
What we’re looking for
- Proven high levels of interpersonal and communication skills
- Leadership, influence
- Able to work effectively under pressure and a successful track record of managing at a senior level
- Has worked for an FCA regulated company
- Strong technical understanding of the life and pensions industry and its regulatory regime
- Customer Service and Complaints experience
#J-18808-Ljbffr
Head of Complaints employer: Diligenta
Contact Detail:
Diligenta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Complaints
✨Tip Number 1
Make sure to showcase your leadership skills during the interview. Prepare examples of how you've successfully managed teams and improved service delivery in previous roles, especially in a regulated environment.
✨Tip Number 2
Familiarize yourself with the specific SLAs and KPIs relevant to the complaints function. Being able to discuss how you would meet or exceed these metrics will demonstrate your understanding of the role's expectations.
✨Tip Number 3
Highlight your experience with technology and automation in improving operational efficiency. Be ready to discuss any tools or systems you've implemented that have positively impacted customer service.
✨Tip Number 4
Prepare to discuss your approach to building strong client relationships. Think of strategies you've used in the past to foster collaboration and mutual benefit, as this is key for the role.
We think you need these skills to ace Head of Complaints
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly understand the responsibilities and requirements of the Head of Complaints position. Tailor your application to highlight your relevant experience in managing complaints functions and delivering excellent service.
Highlight Leadership Skills: Emphasize your leadership and interpersonal skills in your CV and cover letter. Provide specific examples of how you have successfully led teams, managed performance, and developed staff in previous roles.
Demonstrate Regulatory Knowledge: Showcase your understanding of the FCA regulatory framework and the life and pensions industry. Mention any relevant certifications or training that demonstrate your expertise in this area.
Focus on Customer Experience: Illustrate your commitment to enhancing customer experience through effective complaint management. Include examples of how you have improved operational efficiencies and client relationships in past positions.
How to prepare for a job interview at Diligenta
✨Showcase Your Leadership Skills
As a Head of Complaints, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on your approach to performance management and employee engagement.
✨Understand Regulatory Requirements
Since the role involves working within an FCA regulated environment, make sure you are well-versed in the relevant regulations. Be ready to discuss how you've navigated compliance issues in previous roles.
✨Highlight Your Customer Service Experience
This position requires a strong background in customer service and complaints handling. Prepare to share specific instances where you've improved customer experience or resolved complex complaints effectively.
✨Demonstrate Strategic Thinking
You'll be expected to produce operational updates and strategic plans. Think about how you've contributed to strategic initiatives in the past and be prepared to discuss your thought process and outcomes.
