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- Tasks: Lead a team of 12-15 to resolve complaints efficiently and uphold customer satisfaction.
- Company: Join a dynamic company focused on compliance and positive customer outcomes.
- Benefits: Enjoy a supportive work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by promoting integrity and improving 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, regulatory 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.
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’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.
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 processes 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 instances where you've promoted positive outcomes and developed team members, as this aligns closely with the responsibilities of the Complaints Manager role.
✨Tip Number 3
Network with professionals in the complaints management field, especially those familiar with HCL's practices. Engaging with industry peers can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare to discuss your approach to continuous improvement in complaint handling. Be ready to share ideas on how you would implement best practices and enhance team performance, as this is a key aspect of the role.
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 resolve complaints effectively and manage a team.
Craft a Strong Cover Letter: In your cover letter, emphasise your understanding of FCA regulations and your commitment to promoting positive customer outcomes. Mention how your values align with the company's Conduct Risk standards.
Showcase Leadership Skills: Provide examples of how you've successfully led teams in the past. Discuss your approach to conducting 1-2-1s and appraisals, and how you ensure your team understands their roles and responsibilities.
Highlight Continuous Improvement: Discuss any initiatives you've implemented for process improvement in complaint handling. Mention your experience with root cause analysis and how you've used it to enhance service delivery.
How to prepare for a job interview at HCLTech
✨Understand the Role Thoroughly
Make sure you have a solid grasp of what a Complaints Manager does, especially in terms of managing a team and ensuring compliance with FCA regulations. Familiarise yourself with the specific responsibilities outlined in the job description, as this will help you answer questions more effectively.
✨Showcase Your Leadership Skills
As this role involves managing a team of 12-15 people, be prepared to discuss your leadership style and experiences. Share examples of how you've successfully led teams, handled conflicts, and promoted positive outcomes in previous roles.
✨Demonstrate Your Knowledge of Compliance
Since compliance is a key aspect of this position, brush up on relevant regulations such as FCA Dispute Resolution and Conduct Risk standards. Be ready to discuss how you would ensure adherence to these regulations within the complaints framework.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and decision-making abilities. Think of past experiences where you had to resolve complex complaints or improve processes, and be ready to explain your thought process and the outcomes.
