Job Description

Overview

We are seeking an experienced and dynamic Team Leader to oversee and coordinate a complaints handling team. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a solid technical background. This role offers an exciting opportunity to lead a diverse team, drive innovation, and contribute to the organisation's strategic objectives.

Key Responsibilities

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.

Requirements

Experience in UK Life Insurance and/or Pensions industry 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
Job Type: Full-time

Pay: Up to 2,600.00 per month

Work Location: In person