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Group Head of Complaints
2 months ago
We are seeking an experienced Group Head of Complaints to join our team at BMC Recruitment Group Ltd. As a key member of our organization, you will be responsible for overseeing and liaising with team leaders and employees to ensure efficient and compliant handling of complaints across two regulated firms.
Key Responsibilities:- Manage and oversee the entire complaints process from receipt to resolution.
- Ensure all complaints are logged accurately and responded to within established timelines.
- Investigate complaints thoroughly, gathering necessary information to provide comprehensive resolutions.
You will communicate effectively with customers to understand the nature of their complaints and maintain regular communication throughout the resolution process. Collaboration with relevant departments will be essential to resolve complaints in a timely and efficient manner.
Reporting and Analysis:- 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.
You will also be responsible for training and supporting staff in effective complaints handling and customer service techniques, as well as staying up-to-date with best practices in complaints management and customer service.
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.
- Financial services qualifications preferred, but not essential.
This is a full-time, permanent position offering a competitive salary and benefits package. If you are a motivated and experienced professional looking for a new challenge, please apply today.
