Compliance Manager – Mortgages
Rightmove
Customer Care Executive
Octopus Energy
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve
- Handle complex inbound and outbound communication with customers in a calm and professional way
- Work closely with Operations and Customer Success teams to deliver data-led performance monitoring aligned to individual and team objectives
- Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed
- Communicate with internal and external parties as needed to investigate and close complaints
- Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints
- Maintain and update the complaints database with accurate information
- Make recommendations for fair redress and remedial actions
- Document all complaints according to policies and procedures
- Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback
Requirements
- Work across multiple internal and external platforms whilst maintaining attention to detail
- Proven track record of managing and meeting strict deadlines whilst continuing to support peers
- Proven Complaint Handling experience in an FCA-regulated environment
- High level understanding of DISP regulations
- Excellent written and verbal communication skills
- Ability to build strong relationships with internal and external partners (power of persuasion)
- Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essential
