Complaints

What is an Operations Manager? An Operations Manager ensures all Complaints Management activity is managed effectively. What does an Operations Manager do? Identifies areas for operational improvement; Recommends changes relating to best practices, policies and processes; Manages regulatory change complaints projects; Ensures departments comply with complaints strategy. Are you looking to appoint an Operations Manager?…

What is a Remediation Manager? A Remediation Manager is responsible for overseeing and managing an organisation’s day to day Remediation activities, ensuring policies and procedures are working as intended to create fair customer outcomes. What does a Remediation Manager do? Managing a team of remediation staff to consistently meet productivity and quality targets; Driving performance…

What is a Head of Remediation? Head of Remediation is responsible for managing, co-ordinating and delivering a business’s Remediation programme. What does a Head of Remediation do? Leads the senior Remediation team; Works with key stakeholders and ‘Heads of’ to understand non-compliance issues which could result in remediation requirements; Devises a Remediation Programme and delivering…

What is a Head of Complaints? The Head of Complaints in a business has overall responsibility for co-ordinating and delivering the organisation’s Complaints programme. What does a Head of Complaints do? Leads the senior Complaints team; Works with key stakeholders and ‘Heads of’ to understand non-compliance issues which are or could generate complaints; Devises a…

What is a Business Analyst? A Business Analyst reviews customer treatment, using multiple methods to identify ways in which the organisation can work better or differently to reduce complaints. What does a Business Analyst do? Analysis; Process improvement; Outcome testing; Root cause analysis; Creating and updating customer treatment strategies; Quality assurance. Are you looking to…

What is a Senior Operations Manager? A Senior Operations Manager has overall responsibility for the front-line Complaints business area and influencing stakeholders across the organisation in relation to Complaints and Remediation issues. Main duties of a Senior Operations Manager include: Oversight of the Complaints division Managing Complaints Managers and Operations Managers Managing Service Level Delivery…