Complaints Team Leader (Life Insurance/Pension)

Ashton Recruitment require a Complaints Team Leader for our client based in the City Centre area of Belfast

Position: Complaints Team Leader

Location: Belfast (Hyrbid after 3 months)

Duration: Temporary-Permanent

Pay Rate: £36,000 per annum

Hours of work: Monday – Friday, 09:00-17:00

The role is with a large, global technology and services provider that operates in the UK, offering a wide range of digital, infrastructure, and business-process services. This company has deep experience in IT outsourcing and is known for working with major clients to deliver scalable support operations – including complaints handling, customer service, and client relations. Their UK arm leverages global delivery centres, meaning teams benefit from both local and international capabilities.

Duties will include:

1. Reporting and maintaining MIs for work allocation. Governing the work of the team end to end.
2. Provide 2 hourly and day end update on a daily basis on the status of allocated complaints. ( Update to be shared with HCL assigned spoc)
3. Do the Quality check for the complaints that are being worked by the team.
4. Educating and disseminating best practice for the effective handling of complaints.
5. Overseeing outcomes and actions identified through conduct root cause analysis. Proving the RCA report for all the closed cases by the end of each week.
6. Managing workloads to ensure Complaints are resolved within regulatory timeframes.
7. On-going review of work processes with a view to continual improvement in the handling of complaints.
8. Building and maintaining relationships with key stakeholders through daily contact.

Essential Criteria:

• Life and Pensions Foundations (LF1)

• Effective reporting – internal and external
• Effective risk mitigation
• Experience supervising others
• Understanding of managerial functions & techniques (planning, controlling, organising, evaluating, staffing, etc)
• Understanding of internal SDLC development cycle.
• Presentation & negotiation skills

• Experience in UK Life & Pensions
• Experience managing change
• Knowledge of DISP rules and their application
• Knowledge of root cause analysis methods and associated frameworks
• Ability to interpret complaint data to forecast change and its potential impact

Desirable Criteria:

• CF1, FA1, FA2

Ashton Recruitment is acting as a Recruitment Business.