Senior Complaints Experience & Insight Manager

Dixons Carphone / Customer Service

Job Number: DC-SF04042

Location: Acton

Contract: Full Time / Permanent

Description

This is a key role in the ‘First Line of Defence’ regulatory operations of the business. You would be responsible for the process of all regulated complaints governed by the FCA’s hand book across two different rule sets - ICOB & CONC.

This role works in partnership with multiple teams and stakeholders across Dixons Carphone and with external partners to provide a continuous outstanding service to all our customers. You would be responsible for identifying root causes of regulated complaints and implementing process changes to reduce complaints.


You will:

  • Be accountable for the end to end regulated complaints process for insurance and consumer credit
  • Oversee the governance of the complaints process delivering compliant customer outcomes and adherence to regulations
  • Provide complaints insight on trends, root causes and how to reduce regulated complaints to the Exec and FCA compliance committee
  • Take management of a governance strategy to audit and check the delivery of fair customer outcomes to ensure FOS referral volumes are low
  • Monitor of our training and competency strategy and adherence to the scheme
  • Identify and capture the root cause of complaints, feedback to relevant areas/teams and agree necessary actions to reduce regulated complaints
  • Be accountable for the operating model of regulated complaints into all the contact centres and 2nd line complaints handling teams
  • Work with the Compliance function to ensure the right monitoring metrics have been set for the contact centres and complaints functions


You will need:

  • Financial Services regulatory experience in a Senior Manager capacity 
  • Exemplary stakeholder management skills
  • People and Change Management/coaching skills
  • A background in Regulated complaints handling and experience of process documentation
  • To be passionate about resolving customer issues and implementing long term solutions with 100% focus on customer delight
  • A Self-motivated, dynamic and vibrant attitude and have the necessary drive to achieve the best results
  • To be confident communicator with excellent written skills and confidence in your own decisions


Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.

It’s an exciting time to join us and find yourself a place in our growing success story, apply now.