To handle all aspects of complaints management including:
Maintaining appropriate and relevant records (including use of the CareSmart complaints system)
Investigating the background and circumstances of complaints cases
Liaising with business units to reach appropriate resolutions to complaints
Communicating with complainants and/or their representatives both verbally and writing, keeping them informed and, bringing complaints to a conclusion
Assisting the Compliance Officer – Conduct Risk in any required
Reporting relating to complaints, both external regulatory reporting and internal reporting
Maintaining and updating the Complaints Handling Procedures and complaints e-learning training module as required
Review of any FOS/regulatory papers issued covering complaints handling.
To assist with the completion and submission of Conduct Risk related Lloyd’s and regulatory returns, as necessary.
As required, assist the Compliance Officer - Conduct Risk with the completion of Lloyd’s minimum standards for Compliance-owned areas.
Provide support to the Compliance Officer - Conduct Risk for regulatory risk assessments and requests for information, thematic reviews, and internal audits.
To assist in obtaining appropriate Conduct Risk related management information and incorporating this into the Conduct Risk MI reporting dashboards as well as providing appropriate analytical commentary on the MI.
To liaise with business units as appropriate and respond to Conduct Risk queries comprehensively and in a timely manner.
To assist as required in the implementation of the Complaints and Conduct Risk
