Main Duties

Complaint Management

• Ensure all staff understand the firm’s complaints definition.
• Support the Complaint Manager with frontline staff complaints training.
• Monitor Complaints CRM
• Write and oversee customer responses.
• Ensure the firm provides good outcomes for the customer through complaint handling.
• Support customer satisfaction programs set for complaints and is included in THE FIRM reporting.
• Support the Senior Complaint Handling Manager carrying out good outcome testing using the firm’s 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.

Consumer Duty

• Support the Senior Complaint’s handling Manager with the implementation of Consumer Duty Framework.
• Support Retail and Business Banking (SME) with the operationalisation of the Consumer Duty MI and Dashboard
• 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

Customer Experience

• Champion opportunities to consistently improve the business’s customer experience.
• Drive customer retention.
• Increase customer satisfaction.
• Understand customers and their specific needs.
• Support to manage customer surveys.
• 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 Net Worth Individuals (Including all PEPs) and a number of non-borrowing corporate/business banking accounts (outside of Africa).
  • 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 Head of Department in other administrative functions as and when delegated.
  • Work in a highly ethical manner consistent with the firm’s policies and culture

Experience required

• • Experience managing complaint functions.
  • 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
  • Team player with the ability to work with multiple parties.
  • Identify, and escalate and high priority complaints.
  • Co-ordinate resolution of issues
  • Prepare management reports, such as aged dashboards, and other management reports as needed for committees.
  • Dealing with difficult customer calls or meetings.
  • Recognised vulnerable characteristics when dealing with customers.
  • Strong Leadership Skills
  • Run working groups.
  • Strong ability to critically review and sense check data.
  • Strong, positive interpersonal skills and excellent written and oral communication skills