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

If you are a proactive and dedicated leader with a passion for delivering exceptional customer service, we encourage you to apply for this position.