Complaints Team Leader

We are looking for a dynamic and experienced Complaints Team Leader to join a growing company in the financial services sector. The ideal candidate will have a strong background in team leadership and customer service. This role involves managing a team of complaint handlers, ensuring high standards of service, and compliance with regulatory requirements.

Key Responsibilities:

• Team Leadership:Lead, mentor, and manage a team of complaint handlers, providing guidance and support to ensure the team meets and exceeds performance targets.
• Complaint Resolution:Oversee the handling and resolution of customer complaints, ensuring timely and satisfactory outcomes in line with company policies and regulatory standards.
• Process Improvement:Identify trends and patterns in complaints, providing feedback and suggestions for process improvements to enhance customer satisfaction.
• Performance Management:Monitor team performance, conduct regular reviews, and implement development plans to ensure continuous improvement and skill enhancement.
• Compliance and Reporting:Ensure all complaints are handled in compliance with financial regulations and company policies. Maintain accurate records and produce regular reports on complaint trends and resolutions.
• Stakeholder Engagement:Liaise with internal departments and senior management to escalate and resolve complex cases, ensuring clear communication and collaboration.
• Training and Development:Organise and deliver training sessions for team members, ensuring they are equipped with the necessary skills and knowledge to handle complaints effectively.

Qualifications and Experience:

• Proven experience in a leadership role within a financial services business, focusing on complaints management or customer service.
• Strong understanding of financial services regulations and complaint handling processes.
• Excellent communication and interpersonal skills, with the ability to manage and motivate a team.
• Strong problem-solving skills and the ability to think critically under pressure.
• Ability to work rotational shifts, including evenings and weekends.
• A customer-centric mindset with a commitment to delivering high-quality service.

Preferred Qualifications:

• Previous experience in a complaints handling role within a financial services environment.
• Previous experience within Financial Services.

Benefits:

• 33 days holiday (25 days annual leave and 8 public holidays)
• Birthday day off
• Discretionary bonus
• 15% pension contributions
• Eyecare and PMI benefits