Complaints Officer/Manager
- Location:
-
Manchester (M15) jobs
- Salary:
- £23,000 - £26,000
- Company:
- Gibson Hollyhomes
- Job type:
- Permanent jobs
- Date posted:
- 19/11/2009 17:53
- Job id:
- 45738942
- Contact:
- Rory Gibson
- Ref:
- Totaljobs/Rg387234
Free Parking
Career Development
Main Duties and Responsibilities
1.To ensure compliance with the Group complaints handling procedure, and that Group Policy accurately reflects regulatory requirements, including FSA TCF and compulsory jurisdiction.
2.To manage the complaints system across the Group, ensuring that complaint handling progress reports and KPI are kept up-to-date, and information on the system is accurate for feedback and MI/regulatory reporting purposes.
3.To resolve escalated complaints (e.g. FOS complaints) effectively and in a timely manner.
4.To analyse the complaints root cause data and compile management information for Board and regulatory reports.
5.To provide support and guidance to complaints co-ordinators within each business area, and more generally to staff and the Training Department, in order that all eligible complaints are logged promptly, and resolved effectively.
6.To monitor complaints handling standards across the Group.
7.To assist with guidance to the Group on complaints matters, including understanding of internal policies and procedures, regulatory requirements, and industry best practice.
8.To assist in continuing development of complaints training and staff competency.
Please apply if you have the relavant level of Complaince and Complaints experience.
