Job Description

Ashton Recruitment require a Complaints Team Leader for our client based in the City Centre area of Belfast
Position: Complaints Team Leader
Location: Belfast (Hyrbid after 3 months)
Duration: Temporary-Permanent
Pay Rate: 36,000 per annum
Hours of work: Monday - Friday, 09:00-17:00
The role is with a large, global technology and services provider that operates in the UK, offering a wide range of digital, infrastructure, and business-process services. This company has deep experience in IT outsourcing and is known for working with major clients to deliver scalable support operations - including complaints handling, customer service, and client relations. Their UK arm leverages global delivery centres, meaning teams benefit from both local and international capabilities.
Duties will include: * Reporting and maintaining MIs for work allocation. Governing the work of the team end to end.

• Provide 2 hourly and day end update on a daily basis on the status of allocated complaints. ( Update to be shared with HCL assigned spoc)
• Do the Quality check for the complaints that are being worked by the team.
• Educating and disseminating best practice for the effective handling of complaints.
• Overseeing outcomes and actions identified through conduct root cause analysis. Proving the RCA report for all the closed cases by the end of each week.
• 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.
• Building and maintaining relationships with key stakeholders through daily contact.

Essential Criteria:

• Life and Pensions Foundations (LF1)

• Effective reporting - internal and external
• Effective risk mitigation
• Experience supervising others
• Understanding of managerial functions & techniques (planning, controlling, organising, evaluating, staffing, etc)
• Understanding of internal SDLC development cycle.
• Presentation & negotiation skills

• Experience in UK Life & Pensions
• Experience managing change
• Knowledge of DISP rules and their application
• Knowledge of root cause analysis methods and associated frameworks
• Ability to interpret complaint data to forecast change and its potential impact

Desirable Criteria:

• CF1, FA1, FA2

Ashton Recruitment is acting as a Recruitment Business.

Skills Required