Technical & Regulatory Complaints Consultant

Department: Claims Management

Employment Type: Permanent - Full Time

Location: Stoke

Description

Hours: Full-Time, 37.5 hours per week Monday - Friday
Location: Stoke-on-Trent

Responsible for supporting the Customer Relations Team with the management of complex, regulatory and high profile/sensitive complaints received into the team. To provide support to Team Leaders by handling escalations and liaising with clients and external bodies, such as the Financial Ombudsman Service. This role is crucial in investigating and intervening on claims to ensuring required remedial actions are taken to resolve complaints. You will be an integral part of Customer Relations and will support management in ensuring client and regulatory obligations are met.

What will your day look like:

• Support Customer Relations Management in the investigation and resolution of escalated complaints where CEO/senior management team are involved, ensuring a timely and appropriate resolution is reached
• Responsible for managing all Financial Ombudsman Service responses – challenging where valid/appropriate and ensuring all required remedial actions are taken and compensation paid
• Maintain an accurate record of all regulatory complaints, including outcomes and categorisation to aid our reporting of FOS/Lloyds complaints to clients
• Responsible for managing technical, complex and dated complaints to ensure that progress is being made and engagement from relevant areas of the business is achieved
• Support Team Leaders in client management, by attending client review meetings, providing information and context in regard to regulatory complaints and building strong relationships with counterparts in client organisation
• Act as a reference point for the Customer Relations team for support and guidance in relation to regulated/complex complaints
• Generate weekly/monthly client complaints reports to agreed format and SLA
• Ensure we are maximising cost recovery opportunities in respect to Compensation payments, liaising with relevant business units to minimise cost incurred by DMS in relation to complaint resolution
• Ensure Key Performance Indicator targets are reached and maintained

Knowledge and Abilities:

• At least 2 years experience of a Customer Relations environment
• 5 GCSE’s grade A-C including Maths & English
• Knowledge of in-house systems
• Good Microsoft Office skills
• Excellent verbal and written communication skills
• Excellent time management
• Excellent attention to detail
• Excellent telephone manner
• Ability to multi-task and prioritise work load
• Good listening skills

Benefits

Career & Purpose 

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications 
• Thrive at Davies; learning opportunities

Environmental & Social

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups 
• Employee volunteering programme 

Financial Health

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme 
• Lease car salary sacrifice
• Davies Incentive Plan 
• Enhanced maternity, paternity and adoption pay

Mental, Physical & Emotional Wellbeing 

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline 
• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
• Flexible working; hybrid, work from home or join a collaborative office space
• Dress for your day 
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan