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, with a passion for resolving complex issues and delivering outstanding customer experiences. This role involves managing a team of complaint handlers, ensuring high standards of service, and compliance with regulatory requirements.
Key Responsibilities:
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Team Leadership: Lead, mentor, and manage a team of complaint handlers, providing guidance and support to ensure the team meets and exceeds performance targets.
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Complaint Resolution: Oversee the handling and resolution of customer complaints, ensuring timely and satisfactory outcomes in line with company policies and regulatory standards.
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Process Improvement: Identify trends and patterns in complaints, providing feedback and suggestions for process improvements to enhance customer satisfaction.
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Performance Management: Monitor team performance, conduct regular reviews, and implement development plans to ensure continuous improvement and skill enhancement.
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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.
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Stakeholder Engagement: Liaise with internal departments and senior management to escalate and resolve complex cases, ensuring clear communication and collaboration.
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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:
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Proven experience in a leadership role within a financial services business, focusing on complaints management or customer service.
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Strong understanding of financial services regulations and complaint handling processes.
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Excellent communication and interpersonal skills, with the ability to manage and motivate a team.
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Strong problem-solving skills and the ability to think critically under pressure.
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Ability to work rotational shifts, including evenings and weekends.
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A customer-centric mindset with a commitment to delivering high-quality service.
Preferred Qualifications:
Benefits:
If you are a proactive and dedicated leader with a passion for delivering exceptional customer service, we encourage you to apply for this position