Complaint Team Leader

Salary: From £29000-£31000
Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role

Lead, develop, and motivate your team, ensuring adherence to all people management processes. Oversee complaint handlers to ensure fair, prompt, and efficient resolution of complaints, acting as the escalation point for complex cases. Ensure compliance with FCA complaint handling rules and internal frameworks.
Benefits:

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
• Apply to find out about our other benefits

What you'll be doing:

• Proactively managing work schedules and team skills to meet productivity and quality targets.
• Completing timely and comprehensive performance reviews, identifying training and development needs.
• Managing and developing your team to ensure complaints are handled efficiently, meeting customer, business, and personal targets.
• Identifying and communicating operational factors impacting service delivery, with resolution proposals.
• Managing resources and time effectively to meet department measures, including SLA and FCA reporting.
• Analysing data and management information to anticipate operational issues and taking relevant actions.
• Developing and maintaining high-quality relationships with internal and external customers, including Clients and the Financial Ombudsman Service (FOS).
• Leading your team through business improvement activities and continuous improvement initiatives.
• Ensuring your team understands and contributes to customer and business goals.
• Creating awareness within the team of responsibilities for risk management and compliance.
• Handling complaints in compliance with FCA rules and internal frameworks, preventing potential breaches.
• Escalating compensation payments or decisions exceeding authority levels in a timely manner.

What we're looking for:

• Strong people management, leadership, coaching, and development skills.
• Proven decision-making and problem-solving skills with focus on customer and client.
• Excellent verbal and written communication skills.
• Strong time management and organizational skills in a target-driven environment.
• Ability to quickly learn and apply product and process knowledge.
• Resilience and ability to work under pressure.
• Detailed understanding and practical experience of people management policies and processes.
• Understanding of the Life and Pensions industry is nice to have.
• Knowledge and application of relevant business systems and processes, including workflow.
• Minimum of 3 years' experience in a similar role.
• Proven ability in using Microsoft Word and Excel.