Job Description

" Manage complaints regarding regulated products within guidelines and ensure response to within the regulated timescales
" Responsible for dual regulated, pre-litigation, GDPR and other complaints
" Work with legal and others to manage, document and progress pre-litigation and other complaints
" Ensure complaints are dealt with appropriately, investigated and dealt with appropriately
" Liaise with service providers by telephone and in writing
" Record complaints accurately and completing administrative duties relevant to the role
" Review complaints for learning and improvement
" Provide support and guidance for junior team members, act as a point of contact and deputise for team leader as required
" Demonstrate reasonable and proportionate approaches to complaints management
" To achieve and maintain competent status under training and competence regime through regular training sessions/assessments
" Comply with all applicable regulations, policies and FCA Rules
" Responsibility for the health and safety of yourself and other persons who may be affected by acts and omissions at work