Complaints & Claims Lead

Full time, Permanent

We are looking for aComplaints & Claims Leadto head up our Complaints and Claims team at Ikano Bank and lead us through an exciting period of transformation.

As Complaints & Claims Lead, you will be responsible for leading the Complaints and Claims team through the implementation of a new product, influencing the strategy and our approach to the launch. You will use your background in Credit Card services to provide insight to set Ikano up for success. You will do this whilst simultaneously managing complaints and claims from our existing portfolio of customers, ensuring timely resolutions and good outcomes through effective planning, oversight and coaching.

You will have a thorough understanding of the regulatory landscape in respect of Complaints & Section 75 claims and be comfortable with the Bank’s policies, procedures and regulatory obligations. You will act as a subject matter expert in Complaints and S75 Claims and be a focal point for the branch.

Your role & responsibilities:

• Responsible in the development, maintenance and management of procedures, policies and systems used for the Complaints and Claims work streams in addition to implementing Bank wide policies for complaints management
• Have a thorough understanding/ oversight of the complaint and claims activity; specifically relating to quality, scope and methodology to be able to make appropriate recommendations to ensure the Complaints & Claims Teams remain efficient & compliant
• Ensure the department is skilled and capable to deal with customer contact through sourcing of appropriate training content and co-ordination of activity
• Seek and understand industry best practice through the attendance of various committees and working groups within our field
• Responsible for ensuring the effective use of root cause analysis to drive and implement the continuous improvement of processes and efficiencies to minimise complaint volumes
• Build and maintain strong relationships with our retail partners to deliver a “best in class” approach to resolving claims and complaints with good customer outcomes at the forefront of everything
• Assess the effectiveness of the Complaints and Claims controls to assist in delivering effective governance, oversight and controls in the business and to oversee changes in these areas
• Monitor Complaints & Claims trends and be able to create reports that can be shared in a straightforward way to key stakeholders within the bank.
• Take responsibility for the correct handling of UK Complaints and Claims, ensuring any regulatory changes that could impact the department are implemented accurately and in a timely manner.
• Deliver MI sufficient to demonstrate that complaints are resolved in accordance with business and regulatory requirements, highlighting trends and risks
• Establish and maintain systems and controls necessary to ensure that complaints are managed appropriately and in-line with the FCA requirements
• Leading by example; driving good standards within the Complaints & Claims team and creating an excellent performance culture which drives good customer outcomes

What skills & experience will you bring to the role?

• Ability to communicate via various channels in a clear and simple way
• Ability to interpret MI effectively and produce relevant reports to aid decision making/highlights risks and issues
• Ability to think strategically to drive forward the success of the Complaints & Claims Team
• Ability to influence at all levels
• Ability to coach co-workers to achieve sound customer outcomes
• Adaptable to change with the ability to manage this within the Complaints & Claims Team
• Ability to present root cause analysis findings and push forward with ideas and implementation
• Ability to chair and deputy chair forums
• Ability to advise and support the team in the assessment of interactions and in their decision making
• Capable of following appropriate performance management guidelines to tackle poor performance and/or conduct, escalating to the Operations Manager where you require further support or guidance

What will we give you?

£45,000 - £50,000 per annum (based on experience)

We offer a variety of benefits, such as:

• 28 days holiday per annum
• Cycle to work scheme
• Excellent pension scheme
• Life Assurance

Join us now – together we will find a better way

Apply for this role , before 10th March 2024

The Ikano story

Born in Almhult, Sweden, Ikano Bank set up our UK office back in 1994 with a clear ambition to share our bank’s promise of delivering finance on fair terms.

Owned by the family that founded IKEA, we share the same values. We believe by delivering banking on fair terms we have created and will continue to create better possibilities for living and working here in the UK.

We've been providing finance products in the UK for over 25 years; one thing our heritage has taught us is that having a strong and simple idea, with a little bit of hard work and good values is important for success. This is why all our financial products are simple, easy to understand and can help create possibilities for everyone.