European Complaints Manager

Posted 22 Days Ago
Be an Early Applicant
London, England
Mid level
Consumer Web
The Role
Oversee regulatory operations for complaints management, ensuring compliance with regulatory requirements & enhancing customer outcomes across Europe.
Summary Generated by Built In

Company Description

The European Complaints Manager will report into the Head of European Complaints & QA and will oversee all ‘First Line of Defence’ regulatory operations in the Squaretrade business. Using a deep understanding of regulatory requirements as well as industry best-practice this role will drive good quality and customer outcomes during the regulated complaints journey for Europe. This role will include managing an outsourced complaints function and the relationship with our outsourced partner.This will include introducing, maintaining and enhancing existing regulatory and complaints controls to ensure we are continuously achieving our regulatory obligations. The role holder will demonstrate sound knowledge on complaints handling within the regulatory environment.

Job Description

Regulated Complaints Management

  • Responsible for a multi-site complaints operation working across many regulatory rules
  • Creating controls and framework whilst promoting great quality and good customer outcomes
  • Responsible for setting clear targets within the outsourced contact centre team that will ensure all complaints and regulatory metrics are delivered weekly.
  • Supporting all complaints training across every touch point, ensuring the training has embedded and we can demonstrate competency
  • Responsible for the handling of all, high profile complaints, CEO complaints and FOS & ADR complaints
  • Managing the relationship with with the FOS
  • Ability to apply all FCA regulatory rules like DISP
  • Work alongside the our 3rd party outsourced operational teams in ensuring there is an appropriate level of oversight and governance of complaints handled in the contact centres
  • Audit, governance and oversight of the end to end complaints process
  • Provide sound advice within first line to all operational leaders on fair customers outcomes and regulatory complaints management
  • Work with the Compliance function to ensure the right monitoring metrics have been set for the contact centres and complaints function
  • Production of MI to provide insight to the business on complaints metrics, drivers and continuous improvement plan
  • Working closely with the key internal stakeholders to share complaints insights and brainstorm improvements
  • Maintain excellent knowledge of FCA regulation and related principles

The jobholder must come from a background of working in a regulated role. They must be of good repute for the purpose of complying with regulatory requirements. This role requires involvement with insurance products regulated by the FCA and MFSA. The jobholder must have at least 2 years’ experience in managing a regulated complaints function.

Qualifications

  • Financial Services Regulatory experience in particular application of DISP
  • Leadership at multiple levels within an organisation
  • Exemplary stakeholder management skills
  • People Management/coaching skills/influencing skills
  • Regulated complaints handling background and experience
  • Highly numerate
  • Excellent written communications and presentation skills
  • Results oriented and driven
  • Assertive and tenacity, challenging others to improve, whilst holding teams to account
Am I A Good Fit?
beta
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company
Brisbane, CA
711 Employees
On-site Workplace
Year Founded: 1999

What We Do

Over the past decade, Allstate Protection Plans (previously branded and known outside the U.S. as SquareTrade) has revolutionized the product protection industry. We’ve done it through innovation, seamless customer experiences, and by following the golden rule: treat others as you want to be treated. That’s why over 70% of consumers say they prefer Allstate Protection Plans over our competitors, and why Allstate Protection Plans are trusted by over 140 million customers and many of the largest retailers and mobile carriers in North America to protect everything from smartphones to appliances, TVs to furniture, and more.

Similar Jobs

Hybrid
London, Greater London, England, GBR
289097 Employees
Hybrid
Bournemouth, Dorset, England, GBR
289097 Employees

Capital One Logo Capital One

Learning and Development Co-ordinator

Fintech • Machine Learning • Payments • Software • Financial Services
Hybrid
Nottingham, Nottinghamshire, England, GBR
55000 Employees
Hybrid
London, England, GBR
3049 Employees

Similar Companies Hiring

Munchkin, Inc. Thumbnail
Manufacturing • Kids + Family • Food • Enterprise Web • eCommerce • Consumer Web • 3D Printing
Milton, Ontario
325 Employees
News 12 Thumbnail
News + Entertainment • Digital Media • Consumer Web
Bethpage, NY
400 Employees
Hedra Thumbnail
Software • News + Entertainment • Marketing Tech • Generative AI • Enterprise Web • Digital Media • Consumer Web
San Francisco, CA
14 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account