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Manager, Financial Management
2 months ago
About the Company Our client are an award-winning group of financial services and technology companies, working with close to 20% of UK financial advisers and their clients. By combining their Investment Management expertise with advanced Wealth Platform technology, they offer financial solutions built for the future and that of their clients.
The Group Head of Complaints will oversee and liaise with two Team Leaders and employees reporting into them in order to ensure the efficient and complaint handling of complaints across two regulated firms. The role includes checking and approving complaint response letters, ensuring complaints are recorded accurately, undertaking root cause analysis and analysing and presenting data to the Head of Compliance for each regulated firm for inclusion in Board reports.
Our client offers a great flexible working from home policy and career progression.
Salary is up to £50,000 per annum depending on experience along with a monthly bonus (£6,000 pa).
Complaint Handling:
Manage and oversee the entire complaints process from receipt to resolution.
Ensure all complaints are logged accurately and responded to within the company’s established timelines.
Investigate complaints thoroughly, gathering all necessary information to provide a comprehensive resolution.
Communicate effectively with customers to understand the nature of their complaints.
Maintain regular communication with customers throughout the complaint resolution process.
Collaborate with relevant departments to resolve complaints in a timely and efficient manner.
Escalate complex or unresolved issues to senior management as necessary.
Implement and monitor corrective actions to prevent recurrence of similar complaints.
Reporting and Analysis:
Prepare detailed reports on complaints trends and resolutions for senior management.
Analyse complaint data to identify patterns and areas for improvement.
Provide recommendations for improving customer service processes based on complaint analysis.
Training and Development:
Train and support staff in effective complaints handling and customer service techniques.
Keep abreast of best practices in complaints management and customer service.
Ensure all complaints are handled in compliance with company policies and relevant regulatory requirements.
Experience of handling financial services complaints
Experience analysing complaint data to identify systemic issues and implementing process improvements
Ability to train and mentor staff on effective complaints handling and customer service techniques
Experience leading or managing a team, particularly in a customer service or complaint handling environment
Financial services qualifications preferred however not essential
Free on-site parking
Hybrid
Bonus scheme
