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Group Head of Complaints
2 months ago
We are seeking a highly skilled and experienced Group Head of Complaints to join our team at BMC Recruitment Group Ltd.
The successful candidate will be responsible for overseeing and liaising with two Team Leaders and employees reporting into them 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).
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.
- 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.
- Financial services qualifications preferred however not essential.
