Complaints Handling and Consumer Duty Officer – 12 month FTC

THE COMPANY:

Our client is a a global banking group with offices based in the City.  They are looking to hire a Complaints Handling and Consumer Duty Officer on a 12 month FTC basis.

THE RESPONSIBILITIES:

• Ensure all staff understand the complaints definition.
• Support the Complaint Manager with frontline staff complaints training.
• Monitor Complaints CRM
• Write and oversee customer responses.
• Ensure the Business provide good outcomes for the customer through complaint handling.
• Support customer satisfaction programs set for complaints and is included in reporting.
• Support the Senior Complaint Handling Manager carrying out good outcome testing using the Quality Assurance Tool.
• Deal with any complaints from the Financial Ombudsman Service
• Support the Senior Complaint Handling Manager with Root Cause Analysis activities to prevent reoccurring incidents.
• Support the Senior Complaint’s handling Manager with the implementation of Consumer Duty Framework.
• Support Retail and Business Banking to provide “good outcomes” for our Products and Services. Ensure fair value assessments are conducted in line with the expectations of the Consumer Duty Framework
• Support the business and maintain the Consumer Duty Dashboard
• To support the business to ensure regulatory compliance to Consumer Duty Principles
• Support with the implementation of the bank’s Consumer Duty Communication strategy
• Support the implementation of the Vulnerable Customer Framework
• Act as Secretary to the Consumer Duty Service Forum
• Champion opportunities to consistently improve the customer experience.
• Drive customer retention.
• Increase customer satisfaction.
• Understand customers and their specific needs.
• Provide support to customer experience reporting for working groups and seniors’ stakeholders.
• Work with key stakeholders to design surveys.
• Give Administrative support RMs in managing the portfolio of High NetWorth Individuals (Including all PEPs) and a number of non-borrowing corporate/business banking accounts
• To be their point person for communications in relation to complaints and facilitating communication in line with good customer outcomes.
• Ensure identified Vulnerable customers are being treated fairly in line with the Consumer Duty principles.
• Support Senior Complaints Manager to implement Consumer Duty and Complaints management training.
• Support the Senior Complaints Manager to implement the Consumer Duty Framework and ensure regulatory compliance
• Support CBO/Head of Department in other administrative functions as and when delegated.
• Work in a highly ethical manner consistent with policies and culture.

EXPERIENCE REQUIRED:

• Experience managing complaint functions.
• Must have Strong Consumer Duty experience or knowledge
• Excellent investigation skills with the ability to identify errors.
• Appropriate handling of sensitive information
• Ability to work to FCA DISP deadlines.
• Effective and up to date maintenance of complaints CRM
• Excellent written and verbal communication skills
• Excellent relationship management. mediation and customer service skills

For further information please contact Hannah Tabatabai