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- Tasks: Lead a dynamic team managing complaints and ensuring top-notch customer service.
- Company: Join a leading international firm with a focus on compliance and customer satisfaction.
- Benefits: Enjoy a competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Make a real difference by resolving complex issues and enhancing customer experiences.
- Qualifications: Experience in complaints handling and strong people management skills are essential.
- Other info: Collaborative environment with excellent career advancement potential.
The predicted salary is between 36000 - 60000 £ per year.
Locations: UK - London (St Botolph)
Time Type: Full time
Posted on: Posted Today
Job Requisition ID: 2025-1092
Reporting to: Senior Compliance Officer
Position Type: Permanent, 35 hours per week
Direct Reports: 3
Hybrid: 3 days in the office, 2 days working from home
Job Purpose:To manage and oversee TMHCC International’s complaints handling team and to undertake/support tasks relating to Conduct Risk and product governance.
- To manage the team responsible for complaints handling, ensuring that they perform their duties in accordance with TMHCC International’s expectations.
- To set and ensure delivery of realistic goals and objectives for team members and support them in their development.
- Ownership of the complaint management framework. Ensuring that regulatory deadlines are met and that standards are maintained. This includes oversight of 3rd party complaint handling.
- To provide support, advice and guidance to the complaints handling team with the handling of complaints, especially where the complaints are problematic or complex.
- To investigate complaints as required, including providing acknowledgements and Final Response Letters on a timely basis.
- To produce and/or provide input to Compliance reports and Management Information for reporting to various Committees, as needed.
- To assist with the completion and submission of Lloyd’s and regulatory returns (e.g. complaints and RMARs, annual attestations, etc.) as necessary.
- To liaise with internal and external stakeholders as appropriate and respond to Conduct Risk/complaints queries comprehensively and in a timely manner.
- Oversee the maintenance and updating of the Complaints Handling Procedures and Complaints e-learning training module as required.
- Reviewing and providing feedback (including potential impact to the business) on any FOS/regulatory papers issued covering complaints handling.
To participate in and support elements of the Consumer Duty Framework, including:
- Working with the business to complete product assessments and ‘outcome reviews’.
- Dealing with internal and external stakeholders, including Cover holders and brokers, in relation to Fair Value information exchanges.
- Undertaking the annual Fair Value exercise on the VisRisk system solution.
- Providing progress update reports to the Senior Compliance Officer – Conduct Risk on a periodic basis.
- To assist as required in the implementation of the Complaints and Conduct Risk-related objectives detailed in the annual Compliance Plan.
- Provide support for regulatory risk assessments and requests for information, thematic reviews and internal audits.
- To collaborate with other departments (e.g. International Enterprise Risk and Internal Audit), ensuring that compliance and complaints related issues identified are escalated for investigation and resolution as appropriate.
- Strong knowledge and experience of UK Complaints together with working knowledge of international complaints handling requirements.
- Good people management skills and ability to set realistic goals and objectives for team members.
- Demonstrate a high level of problem solving and the ability to resolve issues.
- Strong analytical skills.
- Ability to manage own workload, prioritising tasks appropriately and ensuring that agreed delivery dates are achieved.
- Excellent interpersonal skills, able to communicate effectively with a wide range of people face-to-face and over the telephone.
- Good written and verbal communication skills.
- Participate in all departmental activities (training, controls, maintenance and reporting) as required.
Complaints Team Manager employer: Tokio Marine HCC
Contact Detail:
Tokio Marine HCC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Team Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their complaints handling process and think of examples from your experience that showcase your problem-solving skills. This will help you stand out!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on articulating your management style and how you handle complex complaints.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Complaints Team Manager role. Highlight your experience in complaints handling and people management, as these are key for us. Use specific examples that showcase your problem-solving skills and ability to meet deadlines.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention your understanding of UK complaints regulations and how you can contribute to our goals. Keep it engaging and personal!
Showcase Your Communication Skills: Since this role involves liaising with various stakeholders, make sure to demonstrate your excellent written and verbal communication skills. Use clear and concise language in your application to reflect how you would communicate in the role.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Tokio Marine HCC
✨Know Your Complaints Inside Out
Make sure you have a solid understanding of UK complaints handling and any international requirements. Brush up on the latest regulations and be ready to discuss how you've managed complex complaints in the past.
✨Showcase Your People Management Skills
Prepare examples that highlight your ability to set realistic goals for your team and support their development. Think about times when you've successfully motivated your team or resolved conflicts.
✨Demonstrate Problem-Solving Prowess
Be ready to tackle hypothetical scenarios during the interview. Practice articulating your thought process when faced with challenging complaints, showcasing your analytical skills and decision-making abilities.
✨Communicate Clearly and Confidently
Since this role involves liaising with various stakeholders, practice your communication skills. Be prepared to explain complex issues simply and effectively, both verbally and in writing, as this will be crucial in your role.
