Zilch

Head of Complaints & QA

Posted 4 Days Ago

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London, Greater London, England

Senior level

Fintech • Financial Services

The Role

The Head of Complaints & QA will develop and implement a Complaints Management and Quality Assurance framework, oversee complaints handling processes, ensure compliance with FCA regulations, and provide leadership to the complaints and QA teams while fostering a customer-centric culture.

Summary Generated by Built In

Who we are:

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We’ve already done big things since launching in the UK in 2020. In our first 24 months, we gained a huge 3 million customers. And just 14 months into our journey, we earned double-unicorn status – the fastest company in Europe to do so *bragging-not-bragging*

There are some exciting projects coming up and we’ve got big growth plans. Want to join us?

The role.

The Head of Complaints & QA will lead the development and implementation of a comprehensive Complaints Management and Quality Assurance framework within a regulated environment, ensuring strict adherence to FCA regulations and the Consumer Duty principles. This role involves overseeing the end-to-end complaints handling process, fostering a customer-centric culture, and driving continuous improvement in complaint resolution and customer satisfaction.
The successful candidate will collaborate with internal stakeholders to enhance communication and compliance, leverage AI and innovative technologies to streamline operations, and proactively identify and mitigate risks associated with complaints. Additionally, they will provide strategic leadership to the complaints and QA teams, emphasising professional development and effective stakeholder engagement, while delivering insightful reporting and analysis to inform decision-making and drive regulatory compliance.
Day to day responsibilities.

Run and Evolve Complaints Management and QA Framework: Design and establish a robust framework for QA and Complaints, ensuring it aligns with regulatory requirements, including the Consumer Duty. Define policies, procedures, and guidelines for effective complaints handling, resolution, and reporting in compliance with FCA regulations and industry best practices.
Regulatory Compliance: Ensure strict adherence to the regulatory standards set forth by the Financial Conduct Authority (FCA) and other relevant regulatory bodies. Stay abreast of regulatory developments, including the Consumer Duty, and ensure our complaints processes and procedures are aligned with the latest regulatory requirements.
Complaints Handling Oversight: Take full ownership of the end-to-end complaints function within the organisation. Oversee the complaints handling process, ensuring that complaints are addressed promptly, fairly, and with empathy. Monitor complaint resolution times, customer satisfaction levels, and identify opportunities for improvement.
Consumer Duty Compliance: Ensure compliance with the Consumer Duty regulations, including the four core elements of the duty - Duty of Care, Duty of Service, Duty of Product Governance, and Duty of Communications. Develop strategies and processes to embed the Consumer Duty principles within our complaints management framework and ensure their effective implementation.
Team Leadership and Development: Provide strong leadership to the complaints and QA teams, guiding, motivating, and empowering them to achieve high performance. Establish clear objectives, expectations, and targets, and foster a culture of continuous improvement. Provide coaching and development opportunities to enhance the team's skills and expertise in relation to the UK regulatory landscape and the Consumer Duty.
Stakeholder Management: Collaborate with internal stakeholders, including Legal,Compliance, Customer Service, and product, to foster effective communication and collaboration in complaint resolution. Build relationships with regulatory bodies, such as the FCA, Financial Ombudsman Service(FOS), and other relevant authorities. Ensure open lines of communication, timely reporting, and adherence to regulatory guidelines.
Process Improvement and Innovation: Continuously review and enhance the QA process using best in class and latest tools and technologies. Able to upgrade the complaints processes, systems, and tools to drive efficiency, streamline workflows, and enhance the customer experience in line with the Consumer Duty requirements. Identify areas for improvement, implement innovative solutions.
AI & Auto QA: Able to move the QA & Complaints function and other service teams towards automation, leveraging the latest AI technology & techniques.
Risk Mitigation: Proactively identify and mitigate potential risks associated within processes and agent conversations, focusing on the specific risks outlined by the Consumer Duty. Conduct risk assessments, identify root causes, and implement preventive measures to minimise the likelihood of recurring issues and regulatory penalties. Ensure robust controls and monitoring mechanisms are in place to track and address potential risks in accordance with UK regulations.
Reporting and Analysis: Develop comprehensive reports and analysis on trends, resolution outcomes, and key performance indicators specific to the UK market and the Consumer Duty requirements. Provide regular updates to senior management, regulatory bodies, and other stakeholders, highlighting areas for improvement, emerging risks, and actionable insights to drive strategic decision-making.

We’re looking for…

Significant experience working in a regulated environment within the UK, preferably within the consumer lending or financial services industry.
Proven track record of success in leading a complaints and QA functions, including the ability to run and evolve effective frameworks and processes aligned with UK regulatory requirements
Customer centric leadership with the ability to create functions based on quality customer outcomes.
In-depth knowledge of UK regulatory landscape, specifically FCA regulations and guidelines, including the Consumer Duty.
Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams within the UK context.
Strong understanding of the Consumer Duty and its implications for complaints handling and customer service.
Good understanding of latest QA techniques and technologies including AI and sentiment analysis and machine learning techniques.
Exceptional communication and stakeholder management abilities, with the capacity to interact effectively with internal and external stakeholders at all levels within the UK market.
Analytical mindset with the ability to identify trends, perform root cause analysis, and leverage data to drive process improvement in accordance with UK regulations and the Consumer Duty.
Strategic thinking and problem-solving skills, with the ability to develop innovative solutions and make informed decisions within the UK regulatory framework.
Sound knowledge of risk management principles and the ability to mitigate risks associated with complaints handling, specifically within the UK market.
Proficient in using complaint management systems and tools to enhance efficiency and streamline processes in accordance with UK regulations and the Consumer Duty.

Benefits.

Compensation & Savings

Pension scheme - 5% employee contribution and 3% employer contribution
Death in Service scheme - 3x your annual basic salary to nominated beneficiaries
Income Protection - up to 75% of annual basic salary to cover long term injury or illness
Share Options Scheme

Health & Wellbeing