Governance and Quality Standards Consultant
A fantastic opportunity to join one of the UK's leading insurance companies in their complaints division as a Complaints Standards and Governance Consultant.
As a Complaints Standards and Governance Consultant you will set and monitor standards, and provide technical support and guidance to the Customer Complaint Team, Operational Teams and Third Parties to ensure that complaints are managed and resolved in accordance with the company's complaint handling principles whilst delivering first class customer outcomes.
You will drive changes so that a high quality complaints service is delivered across the business. It will be within your remit to undertake a review of all complaint material, implementing a revised file structure with a single source of all complaint documentation and archiving all outdated material.
You will design and deliver training and training materials to ensure that the defined complaint handling standards are consistently met and improved, including implementation of key regulatory change.
It will also be your responsibility to provide technical support and guidance on regulatory issues and product related queries to the Customer Complaint Team, Operational Teams and Third Parties to assist them to resolve customer's complaints fairly and quickly and provide high quality communications that respond to the complaint of the customer.
To be considered you must be able to demonstrate experience of complaints management at a high level within an FCA regulated environment.