Senior Complaints Assurance Manager

Job information Senior Complaints Assurance Manager from the Company National Savings and Investments, this latest Senior Complaints Assurance Manager job vacancy is located in the city Hybrid work in Sherburn ED DH SL. This latest job opening is open to job seekers who have the latest education / graduate . Job Vacancies in this Banking field have been opened and published up to the specified time.

Job Description :

Details

Reference number

407315

Salary

£50,000 – £58,500

c£ 54,500 – £58,500 London; c£ £50,000 – £54,500 Durham, Lytham, Glasgow

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Grade 7
NS&I Band 4

Contract type

Permanent

Business area

NS&I – Risk

Type of role

Other

Working pattern

Full-time

Number of jobs available

1

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

Durham, North East England, DH1 1SL : Lytham St Anne’s, North West England, FY8 4TS : Glasgow, Scotland, G2 8JX : City of Westminster, London (region), SW1P 3BT

About the job

Job summary

The role holder will be responsible for the second line oversight of complaints management across NS&I’s operations; ensuring effective and compliant management of NS&I complaints in line with the FCA Dispute Resolution rules and internal policies and procedures so that NS&I’s reputation is managed, as well as management of the financial risk associated with complaints that have been escalated to the Financial Ombudsman Service.

Through their oversight the role holder will be responsible for continuous improvement with respect to complaints handling processes within the business operation and assuring against the relevant NS&I policies.

The role holder will work closely with the Senior Customer Outcome Champion to use the intelligence gained through analysis of complaints to improve NS&I’s products and service in line with the FCA Consumer Duty obligations.

They will also be responsible for reporting to key business Committees on a regular basis (at least quarterly).

Job description

Please see role profile for full list of responsibilities.

Person specification

Essential experience

• Demonstrable experience of complaints handling in a retail financial services environment i.e. FCA dispute resolution rules and the Financial Ombudsman Scheme (FOS)- (lead criteria)
• Experience of writing policies and procedures

Essential skills

• Strong and perceptive analytical skills to determine cause of complex issues, including ability to assess and understand the associated reputational risk posed by serious customer complaints
• Excellent negotiation and presentation skills
• Strong coaching and facilitation skills to develop standards of performance of direct reports and partner colleagues
• The ability to develop constructive relationships both within NS&I, operational business partners and with outside professional bodies
• Ability to assimilate large volumes of written material and make balanced decisions
• An understanding of fraud management and investigation

Essential technical knowledge

• In-depth knowledge of the FCA Handbook as it relates to retail financial service providers, but specifically Dispute Resolution, Banking Conduct of Business Sourcebook and the Consumer Duty obligations
• Working knowledge of Financial Ombudsman Service processes, timelines, ways of working
• A good understanding of retail financial services products and processes.

Behaviours

We’ll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service
• Seeing the Big Picture
• Working Together

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service

Technical skills

We’ll assess you against these technical skills during the selection process:

• Working knowledge of Financial Ombudsman Service processes, timelines, ways of working

Benefits

Alongside your salary of £50,000, National Savings and Investments contributes £14,485 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £218 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.

A small company with a big reach, we offer a range of benefits including flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.

Some benefits of working at NS&I include:

• Learning and development tailored to your role
• An environment with flexible hybrid working options
• 9 day fortnight scheme
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 97%
• Generous annual leave – starting at 25 days, increasing to 30 days
• Performance related variable pay bonus
• Enhanced maternity, paternity, adoption and shared parental leave

Things you need to know

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills.

Selection process

To apply, please click the link on this advert and follow the steps to complete the application form.

In your application you will be asked to provide the following:

• An outline of your career history and qualifications with your key responsibilities and achievements.
• A 250 word personal statement on the key essential experience
  • Demonstrable experience of complaints handling in a retail financial services environment i.e. FCA dispute resolution rules and the Financial Ombudsman Scheme (FOS) – LEAD
  • Strong and perceptive analytical skills to determine cause of complex issues, including ability to assess and understand the associated reputational risk posed by serious customer complaints
• A 250 word statement for each selected behaviour at sift.
  • Managing a Quality Service
• A 250 word statement for one of the selected technical skills
  • Working knowledge of Financial Ombudsman Service processes, timelines, ways of working

We will assess applications on your CV, personal statement, Behaviour statements and Technical Skill statements

In the event we receive a large number of applicants, applications will be sifted first on the Personal Statement. Only those that meet the minimum acceptable score for this criteria will qualify for the full sift and be considered for interview.

If shortlisted, you will be invited to attend a 1 hour panel interview via video call.

As part of this interview you will be asked to make a 5 minute presentation aimed at demonstrating your understanding of how complaints handling can drive continuous improvement within the retail financial services industry.

Interviews will take place from 16th June .

Note we are unable to accept CVs.

This role is subject to Baseline Personnel Security Standard and financial credit checks.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Working for NS&I

NS&I is currently working in a hybrid way with colleagues expected to work in the office for 40% of their working month. If you are applying to work in London, the role is currently based in Sanctuary Buildings, Great Smith Street, SW1P 3BT and in June we will be moving out of Sanctuary Buildings and into our new NS&I London office location, Riverside House, 2a Southwark Bridge Rd, London SE1 9HA.

Any move to NS&I from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

If you are applying for a role at the same NS&I band as you are currently and the advertised salary of the role is higher, if you are successful, any salary increase will be at the discretion of NS&I and will be reviewed as part of the next annual pay review, in accordance with the NS&I employee handbook.

Further information

Please visit our website http://nsandi-corporate.com/about-nsi for further details about NS&I.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : jobs@nsandi.com
• Email : jobs@nsandi.com
• Telephone : jobs@nsandi.com

Recruitment team

• Email : jobs@nsandi.com

Further information

The law requires for selection for appointment to the Civil Service is on merit on the basis for fair and open competition as outlined in the Civil Service recruitment principles. If you feel your application has not been treated in accordance with the recruitment principles and you wish to make a complaint, you should contact jobs@nsandi.com in the first instance. If you are not satisfied with the response you receive, you can contact the Civil Service Commission info@csc.gov.uk