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- Tasks: Lead a dynamic team in managing and resolving customer complaints effectively.
- Company: Join a leading international company with a focus on compliance and customer satisfaction.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Make a real difference by improving customer experiences and driving positive change.
- Qualifications: Experience in complaints handling and strong leadership skills are essential.
- Other info: Collaborative environment with a focus on personal development and career progression.
The predicted salary is between 36000 - 60000 £ per year.
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.
Skills and Experience Specification:
- 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 in London 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 in London
✨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 about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets them.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to problem-solving and team management. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨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 in London
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 regulatory 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 processes and how you can contribute to our goals. Keep it engaging and personal – we want to see your personality!
Showcase Your Skills: In your application, don’t forget to highlight your analytical skills and interpersonal abilities. We’re looking for someone who can communicate effectively with various stakeholders, so give us examples of how you've done this in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss any important details. 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 regulations and any international requirements. Brush up on the specific processes and frameworks used by the company, as this will show that you're not just familiar with the role but also genuinely interested in how they operate.
✨Showcase Your People Management Skills
Prepare examples of how you've successfully managed teams in the past. Think about times when you set realistic goals for your team and how you supported them in achieving those objectives. This will demonstrate your leadership style and ability to motivate others.
✨Be Ready to Solve Problems
Expect to be asked about complex complaints you've handled before. Have a few scenarios ready where you effectively resolved issues, highlighting your analytical skills and problem-solving abilities. This will help illustrate your capability to manage challenging situations.
✨Communicate Clearly and Confidently
Practice your communication skills, both verbal and written. You might be asked to explain how you would handle a complaint or draft a response letter. Being articulate and clear will show that you can communicate effectively with various stakeholders, which is crucial for this role.
