Complaints Manager

What does the role involve?

Here at Novuna, we pride ourselves on delivering exceptional customer service through our customer first strategy, a strategy that has seen us awarded a service mark accreditation by the Institute of Customer Service, a Platinum Trusted Service Award, winners of the Customer Satisfaction Awards and a current Trust Pilot rating of 4.8 out of 5. As our Complaints Manager you'll have responsibility for 2 x Team Leaders and 12 indirect reports, all of whom are tasked with ensuring complaints referred to the team are resolved, and all resolutions / remediation are completed in line with FCA guidelines.

Some of your key duties will include:

• Managing and overseeing complaints escalated to regulatory bodies, specifically FOS, FLA and TFO, ensuring these are handled within their guidelines
• Driving forward continuous improvement with our ways of working, from processes to systems, ensuring we are operating efficiently and effectively
• Leadership of the complaints team, motivating and engaging your team to deliver for our customers, our colleagues and the regulator
• Through root cause analysis and data, establish trends and provide insight into our customer journey, liaising with internal departments to highlight areas of change