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Head of Complaints Management

2 months ago

Reigate, Surrey, United Kingdom Workingmums Full time
Job Description

We are seeking a highly skilled and experienced professional to lead our Complaints Management function. As a key member of our team, you will be responsible for ensuring that our customers receive the highest level of service and that their complaints are handled efficiently and effectively.

Key Responsibilities:
  • Develop and implement effective complaints handling processes and procedures to ensure compliance with regulatory requirements.
  • Lead and manage a team of Complaints Handlers to ensure that customer complaints are resolved in a timely and satisfactory manner.
  • Collaborate with internal stakeholders to identify and implement process improvements to enhance the customer experience.
  • Develop and maintain relationships with external regulatory partners, including the FCA and Financial Ombudsman Service.
  • Provide regular reporting and analysis to senior leadership on complaints trends and metrics.
  • Ensure that all complaints are handled in accordance with our company's policies and procedures.
Requirements:
  • Proven experience in a lead or management role within a regulated environment.
  • Extensive knowledge of complaints handling and processing within a regulated environment.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and deadlines.
What We Offer:
  • A competitive salary and bonus scheme.
  • A comprehensive benefits package, including health insurance, pension scheme, and flexible working arrangements.
  • Opportunities for career development and growth within the company.
  • A dynamic and supportive work environment.