T o be the technical and complaints expert within the department, ensuring that complaint handling standards across the team are at the required level.
- To manage and reduce reputational and financial risk by providing effective resolutions to complex customer complaints within strict deadlines collaborating with all relevant parts of the business.
- Resolving significant problems affecting large customer groups or more complex individual cases.
- Maintain appropriate level of functional and technical expertise and knowledge of products, procedures, services and systems actively participating with team as necessary.
- To control the business quality to agreed standards of the Complaints Team.
- To act as a referral point for all areas of the business for more technical and complex complaints.
- To act as the contact point for the Financial Ombudsman for all parts of the business, including Directors and ensure that all FOS cases are managed within FSA/FOS deadlines.
- To be the main contact point for complaints with all Insurer Partners