Complaints Team Manager

Location: Edinburgh

Working Pattern: 35 hours/week, Mon-Fri, 8:00 AM - 6:00 PM. (Currently Hybrid 2 days/week in office but subject to change)

Who are Diligenta?

Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role:

To lead, manage and inspire a team of complaint handlers who investigate and resolve complaints for Life, Pensions and Investment products to ensure customers are treated fairly and service levels are maintained, and ensuring that all customer complaints are addressed promptly and effectively.

Benefits:

• 33 days including Bank Holidays.
• Eligibility for an annual discretionary bonus scheme.
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services).
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays, and electrical goods.
• Cycle to Work Scheme & Interest free Season Ticket loans.
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave.
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection.
• Apply to find out about our other benefits.

What you'll be doing:

• Leading and managing a team of Complaints Handlers.
• Overseeing the handling and resolution of customer complaints efficiently and effectively.
• Providing guidance, support, and training to team members to ensure they understand company policies and procedures for handling complaints.
• Monitoring the performance of the complaints team and implementing measures to improve productivity and quality of service.
• Acting as a point of escalation for complex or sensitive complaints.
• Maintaining accurate records of complaints and their resolutions for reporting and regulatory purposes.
• Ensuring compliance with relevant regulations and industry standards in complaint handling processes.

What we're looking for:

• Desirable to have a minimum of 1-2 years of Life, Pensions and Investments or Complaints experience.
• Have prior experience in managing team within Financial Service, Life & Pension, or other relevant customer service environment.
• Possess exceptional written and verbal communication abilities.
• Minimum of 5 GCSEs to include Maths and English at C or above or relevant experience.
• Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies.

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!