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- Tasks: Lead a team of 12-15 to resolve complaints efficiently and uphold client satisfaction.
- Company: Join a dynamic company focused on customer service excellence and regulatory compliance.
- Benefits: Enjoy a supportive work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by promoting positive outcomes and enhancing customer experiences.
- Qualifications: Experience in complaint management and strong leadership skills are essential.
- Other info: This role offers a chance to develop your career in a fast-paced, rewarding environment.
The predicted salary is between 36000 - 60000 £ per year.
This is a Complaints Team Lead Role managing 12-15 people. To ensure timely and appropriate complaint resolutions in line with FCA regulation and client service delivery schedules. Promote positive customer outcomes to ensure that Conduct Risk standards and values are instilled within the business.
Oversee the maintenance of local governance and controls including:
- Adherence to all corporate policies and procedures
- Appropriate queue and people management
- Relevant client and regulatory change
- Evidence of people and process development including OpEX workflow and people competency
- Timely closure of all agreed audit actions
Deputise for Complaints Manager with regards to management of client relations and appropriate attendance and input at relevant governance meetings. To act with integrity on behalf of the business and Client, based on HCL corporate and local procedures and controls. Ensuring the team is aware of their roles and responsibilities. Conduct regular 1-2-1’s and annual appraisals in line with core HCL principles.
Key tasks & responsibilities include:
- 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’s 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.
- 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 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 (Romford) employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager (Romford)
✨Tip Number 1
Familiarise yourself with FCA regulations and the specific complaint handling procedures relevant to the role. Understanding these guidelines will not only help you in interviews but also demonstrate your commitment to compliance and customer service excellence.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Highlight your experience in conducting appraisals and one-to-ones, as this is crucial for the Complaints Team Lead role.
✨Tip Number 3
Network with professionals in the complaints management field. Engaging with others who have similar roles can provide insights into best practices and may even lead to referrals or recommendations for the position.
✨Tip Number 4
Prepare to discuss your approach to continuous improvement in complaint handling processes. Be ready to share specific strategies you've implemented in previous roles that led to enhanced customer outcomes and operational efficiency.
We think you need these skills to ace Complaints Manager (Romford)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints management and team leadership. Use specific examples that demonstrate your ability to manage a team effectively and ensure compliance with regulations.
Craft a Strong Cover Letter: In your cover letter, emphasise your understanding of FCA regulations and your commitment to promoting positive customer outcomes. Mention any specific achievements in previous roles that align with the responsibilities outlined in the job description.
Showcase Leadership Skills: Highlight your experience in managing teams, conducting appraisals, and developing staff competencies. Provide examples of how you've successfully led a team to improve complaint resolution processes.
Demonstrate Compliance Knowledge: Include details about your familiarity with internal and client procedures related to complaints handling. Mention any training or certifications you have that relate to regulatory compliance and risk management.
How to prepare for a job interview at HCLTech
✨Understand the Role Thoroughly
Make sure you have a solid grasp of what the Complaints Manager role entails. Familiarise yourself with the responsibilities, especially around FCA regulations and client service delivery. This will help you articulate how your experience aligns with their needs.
✨Showcase Leadership Skills
As this role involves managing a team of 12-15 people, be prepared to discuss your leadership style. Share examples of how you've successfully led teams in the past, focusing on how you promote positive outcomes and develop your team members.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-life situations. Think of specific complaints you've handled and how you resolved them, particularly in line with regulatory requirements. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Demonstrate Your Commitment to Compliance
Since compliance is a key aspect of this role, be ready to discuss how you ensure adherence to corporate policies and procedures. Highlight any experience you have with internal audits or regulatory frameworks, and express your understanding of Conduct Risk standards.
