Purpose
Reporting to the Head of Operational Risk, the role will be responsible for managing the Complaints team and handling the investigation and resolution of complaints, as well as compiling management information on complaints and submitting FCA returns regarding complaints data.
Whilst the role is focused on assuming responsibility for the complaints handling process, the role will have the scope to support & work with the wider Risk & Compliance Team (predominately Compliance Advisory) as and when required. The role will also have direct interaction with the Chief Risk Officer, who is the accountable SMF & executive for dispute resolutions.
Responsibilities
- Overall responsibility and management for the Complaints Handling function.
- Providing leadership to and acting as line management for complaints handlers, including training, providing support and guidance, setting objectives, completing regular reviews and monitoring performance.
- Provide support with the investigation and resolution of regulated complaints including:
- Recognising and classifying complaints, with a view to delivering fair and consistent consumer outcomes in a prompt and clear manner.
- Responsibility for keeping clear records of all complaints received and outcomes including updating the internal incident management tool.
- Constructing appropriate acknowledgement, summary resolution and final response letters.
- Managing and ensuring any agreed complaints resolution is actioned.
- Undertaking relevant root cause analysis and communicating identified risks and control gaps to relevant teams and management.
- Escalating any material risks or complaints to the Head of Operational Risk or Chief Risk Officer, as appropriate.
- Acting as a key contact point for the Financial Ombudsman Service (FOS) and assisting with preparation of any files or information required by the FOS.
- Providing complaints updates to 7IM’s insurers, as and when required.
- Regularly reviewing our internal policy and procedures for handling and managing regulated complaints, to ensure compliance with FCA rules.
- Assisting with the preparation and submission of the FCA RegData complaint returns.
- Developing internal awareness regarding complaint identification and assisting with delivering complaints related training to staff.
- Contributing to the production of management information including the Complaints dashboard in an accurate and timely manner
- Providing cover as necessary for the Compliance Advisory team including Personal Account Dealing, Gifts & Hospitality and reviewing financial promotions and marketing material.
- Assisting with regulatory change projects and delivery of other compliance initiatives.
- Working actively with the 7IM business teams to answer questions and resolve issues.
- In this role, it's essential that you consistently follow the FCA's Consumer Duty principles. You're expected to act in good faith, prevent potential harm, and actively support our customers in achieving their financial goals, contributing to fair and beneficial outcomes for our clients.