Head of Complaints Management

Finegreen are supporting an organisation in the North East to appoint a Head of Complaints Management. The right candidate will need to attend an officer 2 days a week either at Central London, Lytham, Glasgow or Durham.
The post will be for an interim period of 6 months, with a competitive day rate.
The post holder will be responsible for the effective and compliant management of the organisation’s complaints procedures for all types of complaints / enquiries, ensuring the organisation manages the reputational and financial risk associated with the final review of complaints prior to escalation to the Financial Ombudsman Service
Key responsibilities will include:
* Responsible for informing the business through the necessary forums to ensure the customer view is heard and FSA/FCA dispute resolution rules are adhered too under jurisdiction of the financial ombudsman scheme (FOS);
* Responsible for the management of the organisation’s B2B clients reputational risk by having the oversight and responsibility for the complaints management processes for the organisation B2B clients;
* Represent the voice of the customer and be the FOS requirements expert at the necessary governance forums;
* Represent the organisation at FOS Hearings;
* Responsible for the effective control of the budget and payment authorisation levels of Compensation and Gestures of Goodwill and FOS levy and case fees currently £500.00 per case;
* Responsible for delivering the required standard and content of complaint information/data required for various governance forums and business partners to enable root cause analysis and customer led change;
* Management of B2B staff policy & processes to ensure adherence to FOS and other regulatory obligations in respect of complaints handling;
* Manage all escalated complaints.
The ideal candidate will have:
* Degree or equivalent NVQ;
* 10 years-experience of complaint/service recovery handling i.e. FSA dispute resolution rules and the Financial Ombudsman Scheme (FOS);
* Experience of writing policies and procedures to support the organisation’s complaints management programme;
* Proven experience of management and development of people;
* Excellent communication, resilience and influencing skills;
* Confident decision-making and judgement skills