Head of Complaints Management
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Head of Complaints Management
£225 Inside IR35
Fully Remote
6 Month Contract
Essential Experience
? 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 NS&I complaints management
programme
? Proven experience of management and development of people
? Experienced complaint/service recovery handling
? Experience of working in a regulatory/compliance structure
? Experience of customer support/service organisation
Essential technical knowledge and skills
? Strong and perceptive analytical skills to determine cause of complex issues, including ability to
assess and understand the associated reputational risk posed by serious customer complaints
? Excellent communication, resilience and influencing skills
? Confident decision-making and judgement skills
? Good analytical skills
? Excellent negotiation and presentation skills
? Strong coaching and facilitation skills to develop standards of performance of direct reports and
partner colleagues
? Customer service/interaction skills
? Good IT skills e.g. Word; Excel; PowerPoint to level 2
? The ability to develop constructive relationships both within NS&I , business partners and with
outside professional bodies
? Ability to assimilate large volumes of written material and make balanced decisions
? An understanding of fraud management and investigatio
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.
