Background

 
Sanlam UK is a leading provider of wealth and investment management services to private clients, professional advisers, charities, corporates and institutions. Combined, we manage almost £9 billion of client assets from 13 offices across the UK, employing c.500 professionals.
 
We are part of Sanlam, the global AA-rated financial services group that was established in 1918. The Group provides a range of financial products and services to over 10 million clients globally and is listed on the Johannesburg Stock Exchange. We have attained our size, strength and reputation by providing a high quality, personalised service to clients, whatever their stage of life or financial ambitions.           
                                                                                     
Based in our offices in Bristol; we are currently looking for a Client Resolution Team Leader/ Regulated Complaints Handler.

 
The role

 
Whilst we always endeavour to achieve excellence by instinctively knowing and doing what is right; and by always putting the needs of our customers first; there are times when things may not have gone as smoothly as we would have liked; or where our customers feel that their products or the service they have received hasn’t quite lived up to their expectations.
 
As Complaints Team Leader your role will be to manage a team of 6 Complaints Handlers to ensure that all complaints received by the Company are managed in accordance with established procedures and regulatory standards and resolved promptly, accurately and in accordance with the requirements of the FCA’s Dispute Resolution Handbook.  The role will involve proactively managing the team and their workload, internal and external SLAs and the production of Management Information including root cause analysis data.
 
This will require proven management experience, strong investigation, administration and customer service skills and an excellent knowledge of financial products, TCF principals and both the FCA and Financial Ombudsman Service guidelines.
 
Naturally, you will be expected to ensure that all complaints are logged on to the relevant systems, proactively monitored and engage with internal stakeholders as requested.
 
The role will also involve liaising directly with the FCA and the Financial Ombudsman Service, in connection with any complaints which have been referred to these bodies.
 

Skills and experience

 
Successful candidates are likely to demonstrate the following:

  • Preferably educated to degree level;

  • Proven experience as a Regulated Complaints Hander in a Regulated Sales environment;

  • Significant line-management experience as a team leader in a financial services organisation, with an ability to motivate and engage staff;

  • Level 4 Financial Planning Certificate;

  • Product/ technical/Sales Advice knowledge within Wealth Management;

  • Knowledge of FCA dispute resolution rules relating to complaints and other FCA Handbook requirements;

  • Proficient in Word and Excel;

  • Excellent written and verbal communication skills;

  • Sound organisational ability.

If you are interested in applying for this role, please email resourcing@sanlam.co.uk  with a copy of your CV attached.

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