European Complaints Manager

The European Complaints Manager will report into the Head of European Complaints & QA and will oversee all ‘First Line of Defence’ regulatory operations in the Squaretrade business. Using a deep understanding of regulatory requirements as well as industry best-practice this role will drive good quality and customer outcomes during the regulated complaints journey for Europe. This role will include managing an outsourced complaints function and the relationship with our outsourced partner.This will include introducing, maintaining and enhancing existing regulatory and complaints controls to ensure we are continuously achieving our regulatory obligations. The role holder will demonstrate sound knowledge on complaints handling within the regulatory environment.

Regulated Complaints Management

• Responsible for a multi-site complaints operation working across many regulatory rules
• Creating controls and framework whilst promoting great quality and good customer outcomes
• Responsible for setting clear targets within the outsourced contact centre team that will ensure all complaints and regulatory metrics are delivered weekly.
• Supporting all complaints training across every touch point, ensuring the training has embedded and we can demonstrate competency
• Responsible for the handling of all, high profile complaints, CEO complaints and FOS & ADR complaints
• Managing the relationship with with the FOS
• Ability to apply all FCA regulatory rules like DISP
• Work alongside the our 3rd party outsourced operational teams in ensuring there is an appropriate level of oversight and governance of complaints handled in the contact centres
• Audit, governance and oversight of the end to end complaints process
• Provide sound advice within first line to all operational leaders on fair customers outcomes and regulatory complaints management
• Work with the Compliance function to ensure the right monitoring metrics have been set for the contact centres and complaints function
• Production of MI to provide insight to the business on complaints metrics, drivers and continuous improvement plan
• Working closely with the key internal stakeholders to share complaints insights and brainstorm improvements
• Maintain excellent knowledge of FCA regulation and related principles

The jobholder must come from a background of working in a regulated role. They must be of good repute for the purpose of complying with regulatory requirements. This role requires involvement with insurance products regulated by the FCA and MFSA. The jobholder must have at least 2 years’ experience in managing a regulated complaints function.

• Financial Services Regulatory experience in particular application of DISP
• Leadership at multiple levels within an organisation
• Exemplary stakeholder management skills
• People Management/coaching skills/influencing skills
• Regulated complaints handling background and experience
• Highly numerate
• Excellent written communications and presentation skills
• Results oriented and driven
• Assertive and tenacity, challenging others to improve, whilst holding teams to account