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Financial Services Complaints Manager
2 months ago
The BMC Recruitment Group is seeking a highly skilled and experienced Group Head of Complaints to join their team. As a key member of the organization, you will be responsible for overseeing and managing the complaints process across two regulated firms.
Key Responsibilities:
- 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.
Customer Communication:
- Communicate effectively with customers to understand the nature of their complaints.
- Provide clear, concise, and empathetic responses to customers.
- Maintain regular communication with customers throughout the complaint resolution process.
Resolution and Escalation:
- 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.
- Develop and implement training programs to improve overall customer service standards.
- Keep abreast of best practices in complaints management and customer service.
Compliance:
- Ensure all complaints are handled in compliance with company policies and relevant regulatory requirements.
- Maintain an up-to-date knowledge of relevant legislation and industry standards.
About You:
- 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 complaints handling environment.
- Financial services qualifications preferred, however not essential.
