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Our client, an International Bank, is looking for Wholesale Banking Client Complaints candidate to join their team in London on a FTC 12 months basis. This is a hybrid position.
Responsibilities include but are not limited to:
Support the Complaint Manager with frontline staff complaints training.
Monitor Complaints CRM.
Support the Senior Complaint Handling Manager carrying out good outcome testing using the Quality Assurance Tool.
Deal with any complaints from the Financial Ombudsman Service.
Support the Senior Complaints handling Manager with the implementation of Consumer Duty Framework.
Support Retail and Business Banking (SME) with the operational of the Consumer Duty MI and Dashboard.
Support the business and maintain the Consumer Duty Dashboard.
To support the business to ensure regulatory compliance to Consumer Duty Principles
Increase customer satisfaction.
Understand customers and their specific needs.
Provide support to customer experience reporting for working groups and seniors stakeholders.
Give Administrative support RMs in managing the portfolio of High NetWorth Individuals and a number of non-borrowing corporate, business banking accounts to be their point person for communications in relation to complaints and facilitating communication in line with good customer outcomes.
Support CBO Head of Department in other administrative functions as and when delegated.
Skills and Experience:
Managing a complaints function.
Strong ability to critically review and sense check data.
Strong, positive interpersonal skills and excellent written and oral communication skills.
Qualifications
University Degree or Significant Relevant experience for the role.
Experience managing a Complaints CRM.
Experience managing Customer Experience software.
Proficient in Microsoft Excel.
Proficient in Microsoft PowerPoint.
For more information on this role please contact Judith Webb by sending your CV to judith@bhal.co.uk and quoting ref 200818JW.
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