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- Tasks: Lead a team of 12-15 to resolve complaints and ensure compliance with regulations.
- Company: Join a forward-thinking company focused on positive customer outcomes and integrity.
- Benefits: Enjoy opportunities for personal development, competitive salary, and a supportive work environment.
- Why this job: Make a real impact by promoting customer satisfaction and improving complaint handling processes.
- Qualifications: Experience in team leadership and complaint management is essential; strong communication skills are a must.
- Other info: This role offers the chance to influence company culture and drive continuous improvement.
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.
Complaints Team Leader employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Team Leader
✨Tip Number 1
Familiarise yourself with FCA regulations and the specific complaint handling processes relevant to our industry. This knowledge 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 high-pressure environments. Highlight your experience in conducting appraisals and developing team members, as this is crucial for the Complaints Team Leader role.
✨Tip Number 3
Network with professionals in the complaints management field. Engaging with others can provide insights into best practices and may even lead to referrals or recommendations that could strengthen your application.
✨Tip Number 4
Prepare to discuss how you would promote a culture of Treating Customers Fairly (TCF) within the team. Think about strategies you could implement to ensure positive customer outcomes and compliance with Conduct Risk standards.
We think you need these skills to ace Complaints Team Leader
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 leadership style and how you have successfully managed teams in the past. Discuss your approach to conducting appraisals and 1-2-1s, as well as how you foster a culture of compliance and continuous improvement.
Demonstrate Problem-Solving Abilities: Provide examples of how you've handled complex complaints or resolved issues in a timely manner. This will show your potential employer that you can manage workloads effectively and ensure compliance with regulatory timeframes.
How to prepare for a job interview at HCLTech
✨Understand the Regulatory Framework
Familiarise yourself with the FCA regulations and how they apply to complaint handling. Be prepared to discuss how you would ensure compliance within your team and the importance of adhering to these standards.
✨Showcase Leadership Skills
As a Complaints Team Leader, you'll be managing a team. Highlight your experience in leading teams, conducting 1-2-1s, and how you promote positive outcomes. Share examples of how you've developed team members in the past.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific complaints you've handled and the methodologies you used to resolve them. Emphasise your approach to root cause analysis and how you implement improvements based on findings.
✨Build Relationships
Talk about your experience in liaising with internal and external stakeholders. Highlight how you maintain relationships and communicate effectively to achieve positive outcomes for customers.
