Team Leader - Customer Resolutions (Regulated)

Hours:Full time; PermanentSalary:£44,000 Per AnnumClosing Date:Wed, 3 Jul 2024Customer Relations Team Leader:Salary : Up to £44,000 base salary (dependant on experience and qualifications)Hybrid working from Skipton Head Office (North Yorkshire) If you are passionate about delivering good outcomes for our customers; taking the opportunity, when things have gone wrong, to restore confidence and trust; and leading an engaged, customer centric team, this role may be for you!  Who Are We? Not just another building society. Not just another job.We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.You will be leading the Customer Resolutions – Regulated team.  A team of circa 9 Consultants, responsible for the delivery of good, timely customer outcomes relating to th
e resolution of Mortgage and Financial Advice complaints.  This is an exciting opportunity to lead a professional team that identifies and influences positive changes on behalf of our customers.  Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space. We have a range of other benefits available to you including;Annual discretionary bonus scheme25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 daysHoliday trading scheme allowing the ability to buy and sell additional annual leave daysMatching employer pension contribution (up to 10% per annum)Colleague mortgage (conditions apply)Salary sacrifice scheme for hybrid & electric car A commitment to training and development Private medical insurance for all our colleagues 3 paid volunteering days per annum Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groupsWe care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membershipWhat Will You Be Doing? You will be responsible for the delivery of good, timely customer outcomes for complaints escalated to the Customer Resolutions team for Mortgages and Financial Advice. You will achieve this through robust training and development; strong quality assurance; training needs assessments; performance management and development plans.  Responsible for effective resource planning, allocation, and management and working in line with department budgets.  This will involve ensuring adequate skilled resource is available for the time
ly response to all complaints received in the team.  Accountable for ensuring the correct recording of complaint categorisations, including root cause analysis, against all Mortgage and Financial Advice complaints.  Responsible for holding routine relationship meetings with leaders across all relevant business areas relating to Mortgage and Financial Advice complaint themes and trends to reduce repeat complaints of a similar nature. Ensuring adherence to FCA regulation in the Customer Resolutions – Regulated team, relating to complaints handling, including but not limited to, DISP, Consumer Duty and Vulnerable Customer guidance.  This will be delivered through implementing and monitoring controls around quality; performance; systems and processes; and colleague training.  These controls are to be informed by existing regulation, external insight and from horizon scanning of future regulatory developments.Responsible for the preparation of the Complaints return for Financial Advice and Mortgages; ensuring the accuracy and timeliness of the data. Supporting the Senior Manager – Customer Resolutions in delivering the Customer Resolutions People Plan and Complaints Roadmap. What Do We Need From You?A passion for delivering good customer outcomes.  You will have experience in working in a customer facing resolution role in Financial Services (relating to Financial Advice and ideally Mortgage Advice); this may be in a Complaints team or can be in other customer facing areas. Good organisational skills with the ability to manage own workloads to deliver department objectives.Able to achieve deadlines when working on multiple priorities. Strong interpersonal skills, including conflict resolution.Good decision making, including in subjective areas.Ability to write effective communications. Good kno
wledge of complaints handling in Financial Services, specifically Mortgages and Financial Advice.  The Diploma in Financial Advice and CeMap qualifications are desirable, but not essential.