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Accommodation Team Leader

2 months ago

Glasgow, Glasgow City, United Kingdom Anderson Knight Full time

We are seeking a seasoned Complaints Team Leader to join our team at Anderson Knight, a leading company in the financial services sector. This role involves overseeing 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: Organize and deliver training sessions for team members, ensuring they are equipped with the necessary skills and knowledge to handle complaints effectively.

Requirements:

  • 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.
  • Ability to work rotational shifts, including evenings and weekends.
  • A customer-centric mindset with a commitment to delivering high-quality service.
  • 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
  • Up to 20% pension contributions