Head of Complaints Management

4 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom BMC Recruitment Group Full time
Job Title: Group Head of Complaints

About the Role:

The Group Head of Complaints will be responsible for overseeing and managing the complaints process across two regulated firms. This includes ensuring that all complaints are handled efficiently and effectively, and that customers receive a fair outcome in a timely manner.

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.
  • Communicate effectively with customers to understand the nature of their complaints.
  • Provide clear, concise, and empathetic responses to customers.
  • 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.
  • 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.

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 complaints handling environment.
  • Financial services qualifications preferred, but not essential.

What We Offer:

  • A competitive salary of up to £56,000 per year.
  • A monthly bonus scheme.
  • On-site parking.
  • Flexible working from home policy.

About Us:

We are a leading recruitment agency specialising in financial services and technology roles. We are committed to providing exceptional service to our clients and candidates, and we are looking for a talented individual to join our team as Group Head of Complaints.

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