Fos And Quality Control Team Manager

Who are Diligenta?

Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

The Opportunity:

We have an exciting opportunity for a FOS and Quality Control Team Manager to join Complaints department. In this role, you will be responsible for managing a team of Complaint Managers who conduct Quality Control activities, assist with FOS liaison as well as providing technical support for the Complaints team.

This is a fantastic opportunity for individuals who are keen to start their career within Management!

You'll be:

• Ensuring the team are complying with the Complaints Quality Framework and in line with all FOS guidance
• Providing technical support to Complaint Managers dealing with complex complaints to ensure that customers receive fair outcomes
• Monitoring team performance against defined service levels, taking remedial action where appropriate to ensure the required standards are met
• Facilitating the personal development of team members, which includes conducting regular 1:1 meetings and monitoring work performance

You should apply if you:

• A minimum of 1 year FOS and / or Quality Control experience
• Have previous Financial Services experience (Life, Pension and insurance is highly desirable)
• Have exposure to people management
• Have strong attention to detail
• Are able to work under pressure
• Have financial services or complaints qualifications (desirable)

The Perks

• We offer 25 days holiday (plus bank holidays)
• Eligibility for an annual discretionary bonus scheme
• A contributory company pension scheme
• Excellent employee wellbeing and assistance support programmes
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
• Access to our Confidential Helpline is available to be used by you and your family.
• Develop your career through a wider global organisation of the TCS family.