Complaints Team Leader

Job Title: Complaints Team Leader

Location: Basingstoke

Working Model: 37.5hrs Monday to Friday, In-Office 3 days a week

Job Type: Permanent

Benefits:

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme

Sanderson are supporting a leading financial services provider, as they seek a dedicated Complaints Team Manager to join their ranks on a full-time basis. This position is perfect for individuals who lead and inspire their team to deliver high-quality complaint resolutions, and are looking for a dynamic hybrid work setup, spending 3 days a week in their Basingstoke office.

Your New Role:

• Lead, develop, and motivate your team, ensuring effective people management.
• Oversee complaint handlers, providing fair, prompt resolution, and handle complex cases.
• Ensure compliance with FCA complaint handling rules and internal policies.

What You'll Do:

• Effectively manage and motivate a team of complaint handlers to achieve productivity and quality targets.
• Conduct performance reviews, identify training needs, and support team development.
• Ensure efficient complaint resolution that meets customer and business objectives.
• Identify operational challenges, propose solutions, and maintain compliance with SLA and FCA requirements.
• Analyse data to predict and address operational issues proactively.
• Build strong relationships with internal and external stakeholders, including clients and the Financial Ombudsman Service.
• Drive business improvement and continuous development within your team.
• Foster risk awareness and ensure compliance in all complaint handling processes.

Who We're Looking For:

• Strong leadership and people management experience, with proven coaching skills.
• Excellent decision-making, problem-solving, and communication abilities.
• Solid organizational and time management skills in a target-driven environment.
• Quick learning ability with a focus on product and process knowledge.
• Resilience under pressure and a proactive approach to challenges.
• Minimum 3 years of experience in a similar role, with strong Microsoft Word and Excel skills.
• Experience in the Life and Pensions industry is a plus.

If you're eager to contribute to our team and make a significant impact in our complaints department, we'd love to hear from you. Apply now to embark on a rewarding career path where your skills will be valued and nurtured.