Executive Complaint Team Manager

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.

The Opportunity

Due to continuous internal progression and company expansion, we are now looking for an Executive Complaint Team Manager to lead, support and manage a team of Executive Complaint Managers who investigate and resolve service and fund performance related complaints for Life, Pensions and Investment products to ensure customers are treated fairly and service levels are maintained. These are typically high profile and/or complex complaints.

You'll be:

• Leading, supporting and managing a team of Exec Complaint Managers, including work performance and colleague behaviours to ensure personal performance is focused on delivering fair customer outcomes and deliver to best of their ability
• Actively managing the performance of all team members, ensuring your people have clear measurable objectives.
• Ensuring underperformance is managed promptly and effectively and good performance is rewarded providing the climate and motivation that encourages all team members to deliver to their full potential.
• Ensuring quality output form team for press summary and executive summaries to DG and Client Executives. Including Quality Checking and Phone a Friend call checks.
• Planning, organising and supporting team member development, as dictated by individual and business needs, so that employees are empowered to deliver their objectives by receiving feedback and having the appropriate skills, and technical knowledge (product, process, legislation and regulation) and competencies to perform well.
• Ensuring that the team adheres to defined practice and procedures to maintain consistent and compliant quality of technical output in line with Company, industry, legal and regulatory requirements (i.e. Consumer Duty). Actively coaching individuals on a day-to-day basis as required to improve and maintain standards.

You should apply if you:

• Have a minimum of 18 months' experience within complaints and financial services.
• Can demonstrate exceptional people management skills.
• Can display knowledge of financial service products and demands.
• Can show evident skills in communication, people management, planning and organising.
• Have a good understanding of FCA compliance regulations, to ensure there are no breaches.

The Perks

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
• Access to our Confidential Helpline is available to be used by you and your family
• Develop your career through a wider global organisation of the TCS family