Complaints And Consumer Engagement Manager
CurrentComplaints: Owning and managing the end-to-end process for complaints management implementing LINK’s service procedures, policies, and standards, including: Ensuring consumer contacts and complaints are correctly assessed, resolved, and responded to within agreed timescales.Engaging with complainants through calls, e-mails, and letters.Analysing, collating, and reporting on root cause data, liaising with key stakeholders (internal and external) to provide feedback and trend data to identify continuous improvement actions and working with the business to implement these. Designing, implementing, and delivering a complaint training and awareness programme for LINK colleagues.Providing second line oversight.Data: Owning and managing the end-to-end process for Data Subject Access Requests (DSARs) and other data related consumer engagements.Managing and maintaining LINK’s Record of Processing Activities (RoPA).Promoting awareness of data protection, developing strategies and delivering initiatives and training to ensure engagement with internal stakeholders. Communications:Collaborating with first-line teams to ensure digital content and other consumer and/or stakeholder communications are aligned to content accessibility, good practice and other laws and regulations as relevant.Supporting LINK’s resiliency and continuity management with input to corporate communication plans and the development of messaging templates to respond to scenarios impacting the continuity and/or the reputation of LINK.Other support activity:Establishing strong working relationships with key internal and external stakeholders to achieve positive results. Supporting the Chief Risk Officer and the Head of Compliance in the delivery of LINK’s complaint management approach and any other activity as required.
