Complaints Team Leader - Huntswood - Durban

Job Overview:The Complaints Team Leader will be responsible for a team, comprising of a Handlers and Complaints Officers. This diverse role will see the successful candidate involved with all aspects of the Complaints Department, along with regular contact with stakeholders from the wider business.Responsible for both performance management and the on-going coaching and development of the team you will be pivotal in ensuring that quality management and case management SLAs are adhered to. You will need to utilise your knowledge and experience of FCA regulations, specifically FCA DISP rules to ensure fair and consistent outcomes are achieved for our customers.Job Responsibilities:Line ManagementPeople management responsibilities, this will include Completion of Appraisals, 121s, Absence and Performance Management, coaching and feedbackWork with the Complaints Manager to ensure that caseloads are allocated intelligently, and effectively managed within the department, using effective delegation as necessary.Through effective performance management of the team and strong leadership, ensure the overall agreed Moneybarn SLAs and Regulative SLAs are achieved.Highlighting where there is potential for SLA breeches to the relevant departments and Risk and ComplianceActively encourage and assist the team in developing and maintaining effective working relationships with Brokers, Suppliers and Internal Moneybarn Departments.Managing the team to ensure that complaints are thoroughly investigated, accurate information is recorded, and decisions are consistent.Responsible for recruitment, selection and on-boarding of new team members, including oversight and creation of tailor-made training programs to suit individual needs.Responsible for the team progression through Competency Frameworks and achievement of team and individual objectivesRegular review of quality of customer communications and complaint outcomes, to ensure consistency within the team.Manage the team to promptly process compensation, redress, or goodwill adjustments in line with the internal interdepartmental procedures. Oversight and MIActively identify trends from both MI and feedback from the team, making informed decisions and offering solutions to challenges facing the team.Take ownership for resolving business wide issues related to effective service, working with other departments to ensure that resolutions are implemented and evaluated, to improve issues.Identify areas of the business that are causing concern as a result analysis of root cause information gathered on complaints and provide on-going feedback to the Complaint Manager on the findings.Awareness of the cases referred to FOS, working with the FOS Case Manager to identifying any changes within their arbitration process, which impacts on our previous thinking.Quality ManagementAccountable for ensuring effective controls of Summary Resolutions Letters and Final Response Letters ensuring accuracy and fairness of the outcome, in line with the agreed Competency Framework, and carry out risk-based sampling to ensure that these controls remain effectiveAccountable for identify and documenting risks and maintaining effective controls to ensure successful First Line of Defense within own area.Providing input as part of the Monthly Control meetings, COWG meetings, KPI and Complaints CommitteeEnsuring that all procedures and work instruction are up to date, approved and embedded within the team.Decision making authority for Customer Redress, Compensation and Goodwill up to an agreed set limitRespond to trends identified through audit function, proposing, and implementing solutions.Attend and arrange in house meetings as appropriate to provide feedback to the business on complaints.Stay abreast of any changes in legislation that directly affect Moneybarn and its customers, ensuring that the Complaint Officers are conversant with same, so that they are fully equipped to carry out their role.Coach direct reports to ensure Continuous Improvement in terms of complaint handling, identifying training needs and working with the CM, QA and the L and D department to address these needsStakeholder ManagementAct as the escalation point for complex complaints, for Customers, Suppliers, Brokers, Internal Departments and the Financial Ombudsman’s ServiceNegotiation of outcome for complex complaints, involving multiple stakeholderUse own judgement to recommend Customer outcomes outside of the normal business procedures, where the situation warrantsCommunicate the key issues in complex situation complaints to a variety of stakeholder, with differing levels of knowledge and expertiseJob Requirements:Minimum of Matric or NQF 4 qualification Strong complaints handling experience in the banking/insurance industryHigh standard of English both written and verbalExcellent customer service, communication and interpersonal skills Ability to manage difficult customers, and act as escalation point for complex complaintsConfident in negotiating win-win solutions for customers, Suppliers, Introducers and the businessAbility to prioritise own workload and that of the teamAbility to demonstrate professional resilience and adaptabilityAbility to gain positive engagement from others where difficult decisions are madeDetailed knowledge and understanding of FCA regulationsPrevious experience of managing peoplePrevious experience of conducting employee appraisals and performance managementLeadership abilities, to be able to both motivate the team and manage team performance to ensure high quality standards across all activityStakeholder management experiencePreferred Requirements:Experience of managing a team within a Complaints or Backoffice FunctionDetailed knowledge and understanding of FCA regulations, full product knowledge and how legislation affects the business and our customersSkills Required:Excellent written and verbal communication skillsLeadership skillsCoaching and mentoring skillsCore BehaviourHuntswood’s employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they are:Confidential, reliable and genuineDynamic, passionate and determinedFriendly, compassionate and cooperative"It's not just about what we do, but the way we do it. And it's our values that make us special." See Description See Description Apply Now

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Complaints Team Leader - Durban

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