Complaints Team Leader
Anderson Knight
Complaints Team Leader
£30000
Anderson Knight, Finnieston, Glasgow City
- Full time
- Permanent
- Hybrid working
Posted 3 days ago, 24 Sep | Get your application in today.
Closing date: 30-10-2024 (In 32 days)
job Ref: MD01
Full Job Description
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.