UK Complaints - Senior Manager

What is the opportunity

Working as part of a collaborative and dynamic team this is a fantastic and exciting opportunity to help shape and grow the Banks UK Complaint Operation. Working with customers and internal stakeholders, a chance to influence the customer experience by putting them at the heart of what we do and to really make a difference.

In this role you will:

• Leading the UK Complaint operation.
• Delivering productivity expectations whilst ensuring fair outcomes delivered to customers through robust and well documented complaint processes.
• Leading change across complaint processing, policy and structure.
• Embed capacity and operational management models ensuring business demand is met whilst also balancing the cost agenda.
• Build and develop a complaint handling centre of excellence, focus on cross training, delivering quality outcomes and clear development pathways for colleagues.
• Maintain strong relationships with stakeholders across the UK and wider Group. Driving change and RCA.
• Owning 2nd Line and GIA actions linked to complaint handling.
• Contact for the Financial Ombudsman Service.

What will make you stand out?

Evidenced experience of operating in customer focused financial services businesses.

Strong decision making ability with customer focus.

Well developed leadership experience in high pressurised and fast moving operations.

Strong relationship and stakeholder management skills.

Ability to deliver high quality against demanding deadlines and productivity expectations.

Understanding of Consumer Duty, DISP rules and the purpose of FOS.

Strong change management experience.

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

UK Complaints sits within UK Customer Relations, part of the Office of the Chief Operating Officer, BoI UK Plc.

UK Customer Relations also includes the Bereavement Unit, Data Subject Request fulfilment and manages our relationship with the Ombudsman and our complaint platform supplier.

Activity is regulated by the Financial Conduct Authority, General Data Protection Regulation and best practice for deceased and vulnerable customers.

The introduction of Consumer Duty has strengthened the focus on the delivery of fair outcomes for customers.

Why work with us

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 26 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Key Competencies

• Customer Focused - Leader
• Champion Transformation - Leader
• Accountable - Leader
• Manage Risk - Leader
• Agile - Self

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. Reasonable accommodations are offered at every stage of our recruitment process. If you require any assistance, please complete this form and one of our recruitment team members will be in touch via email.

Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.