Job Title

Key tasks & responsibilities To ensure timely and appropriate complaint resolutions in line with FCA regulation and client service delivery schedules. Ensuring compliance of all functions within the Complaint framework, including (but not exhaustive) internal and client procedures, FCA Dispute Resolution: Complaints and FOS and law. Ensuring the support of an effective and efficient Complaint’s handling function to our clients. Overseeing the development of case handlers, in accordance with Business demand. Liaising with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers. Educating and disseminating best practice for the effective handling of complaints. Overseeing outcomes and actions identified through conduct root cause analysis. 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. Supporting the introduction of Internal Audit recommendations. Building and maintaining relationships with key internal and external stakeholders through frontline and daily contact. Communicate to management where processes or actions that might be contrary to Conduct Risk obligations in order that these can be managed and mitigated before they crystallize. Ensuring that the service is fully compliant with all current regulatory, technical, professional and industry developments. Specifically, fully embedding and maintaining a TCF culture.