Financial Services Complaints Manager
6 days ago
We are seeking a highly skilled Complaints Resolution Specialist to join our team at BMC Recruitment Group. As a Complaints Resolution Specialist, you will be responsible for overseeing and managing the entire complaints process from receipt to resolution, ensuring that all customer complaints are dealt with appropriately and 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.
- Maintain regular communication with customers throughout the complaint resolution process.
- 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.
- 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.
- A competitive salary of up to £56,000 per year.
- A monthly bonus scheme.
- On-site parking.
- Work from home policy.
BMC Recruitment Group is an award-winning group of financial services and technology companies, working with close to 20% of UK financial advisers and their clients. We offer financial solutions built for the future and that of our clients.
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Financial Services Complaints Manager
2 weeks ago
Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom BMC Recruitment Group Full time{"title": "Complaints Resolution Specialist", "content": "Job SummaryWe are seeking a skilled Complaints Resolution Specialist to join our team at BMC Recruitment Group. As a key member of our team, you will be responsible for overseeing and managing the entire complaints process from receipt to resolution.Key Responsibilities:Manage and oversee the entire...
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Financial Services Complaints Manager
2 weeks ago
Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom BMC Recruitment Group Full time{"title": "Complaints Resolution Specialist", "content": "Job SummaryWe are seeking a skilled Complaints Resolution Specialist to join our team at BMC Recruitment Group. As a key member of our team, you will be responsible for overseeing and managing the entire complaints process from receipt to resolution.Key Responsibilities:Manage and oversee the entire...
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Financial Services Complaints Manager
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Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom BMC Recruitment Group Full timeAbout the RoleThe Group Head of Complaints will oversee and liaise with two Team Leaders and employees reporting into them to ensure the efficient and compliant 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,...
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Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom BMC Recruitment Group Full timeAbout the RoleThe Group Head of Complaints will oversee and liaise with two Team Leaders and employees reporting into them to ensure the efficient and compliant 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,...
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