Job Reference: BBBH44651
Job Duration: 6 Months
Start date: ASAP
Description:
Head Of Complaints Assurance (Hybrid)
£200 per day (Inside IR35)
Hybrid
6 Month Contract
Central London, Lytham, Glasgow or Durham
Immediate Start
My Client are the National Saving and Investment and are seeking a Head of Complaints Assurance on an initial 6 Month contract at 37.5 hours per week.
The individual would need to be based at one of our sites - Central London, Lytham, Glasgow or Durham - at least two days a week.
Job Summary
* Responsible for the effective and compliant management of the NS&I complaints procedures for all types of complaints /enquiries, ensuring NS&I manages the reputational and financial risk associated with the final review of complaints prior to escalation to the Financial Ombudsman Service
* Responsible for the ongoing continuous improvement and implementation of the existing Complaints Strategies and Policies
* To be responsible for informing the business through the necessary forums to ensure the customer view isheard and FSA/FCA dispute resolution rules are adhered too under jurisdiction of the financial ombudsman scheme (FOS).
* Responsible for the management of NS&I's B2B clients reputational risk by having the oversight and responsibility for the complaints management processes for NS&I B2B clients.
Essential Qualifications
* Degree or equivalent NVQ
Essential Experience
* 10 years experience of complaint/service recovery handling i.e. FSA dispute resolution rules and the Financial Ombudsman Scheme (FOS)
* Experience of writing policies and procedures to support the NS&I complaints management programme* Proven experience of management and development of people
* Experienced complaint/service recovery handling
* Experience of working in a regulatory/compliance structure
* Experience of customer support/service organisation
Essential technical knowledge and skills
* Strong and perceptive analytical skills to determine cause of complex issues, including ability to assess and understand the associated reputational risk posed by serious customer complaints
* Excellent communication, resilienceand influencing skills
* Confident decision-making and judgement skills
* Good analytical skills
* Excellent negotiation and presentation skills
* Strong coaching and facilitation skills to develop standards of performance of direct reports and partner colleagues
* Customer service/interaction skills
* Good IT skills e.g. Word; Excel; PowerPoint to level 2
* The ability to develop constructive relationships both within NS&I , business partners and with outside professional bodies
* Ability to assimilate large volumes of written material and make balanced decisions
* An understanding of fraud management and investigation
Desirable qualifications, experience and technical knowledge
* Ideally industry qualifications in complaints management
* Ideally appropriate FS qualification - eg CII CF2 (Investment and Risk) or equivalent
Industry: Public Sector and Government
Salary: £200 - £210 per day
Salary Benefits:
Vacancy Type: Contract
Job Skills: -
Contact Name: Bilal Ramay
Website: -
Direct Application URL: -