Complaints Team Leader

We are seeking 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, with the ability to ensure excellent service standards and regulatory compliance.

Key Responsibilities:

• Team Leadership: Lead, mentor, and manage a team of complaint handlers, providing guidance and support to help them meet and exceed performance targets.

• Complaint Resolution: Oversee the management and resolution of customer complaints, ensuring outcomes are timely and satisfactory, in accordance with company policies and regulatory standards.

• Process Improvement: Analyse complaint trends and patterns, offering feedback and suggestions for improving processes to enhance customer satisfaction and efficiency.

• Performance Management: Regularly monitor team performance, conduct reviews, and implement development plans to drive continuous improvement and skill development.

• Compliance and Reporting: Ensure all complaints are handled in strict accordance with financial regulations and company policies. Maintain accurate records and produce reports on complaint trends and resolutions.

• Stakeholder Engagement: Work closely with internal departments and senior management to escalate and resolve complex cases, ensuring clear communication and collaboration across teams.

• Training and Development: Organise and deliver training sessions to ensure team members are well-equipped with the skills and knowledge necessary to handle complaints effectively.

Qualifications and Experience:

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

Preferred Qualifications:

• Previous experience in a complaints handling role within the financial services sector.
• Proven track record in financial services.

Benefits:

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

This role offers an excellent opportunity to lead a team within a dynamic financial services environment, where you will have a direct impact on customer satisfaction and continuous improvement.