Complaints Team Leader
1 month ago
We are seeking a highly skilled and experienced Complaints Team Leader to join our team at Anderson Knight. As a key member of our customer service team, you will be responsible for leading a team of complaint handlers, ensuring high standards of service, and compliance with regulatory requirements.
Key Responsibilities:- Team Leadership: Lead, mentor, and manage a team of complaint handlers, providing guidance and support to ensure the team meets and exceeds performance targets.
- Complaint Resolution: Oversee the handling and resolution of customer complaints, ensuring timely and satisfactory outcomes in line with company policies and regulatory standards.
- Process Improvement: Identify trends and patterns in complaints, providing feedback and suggestions for process improvements to enhance customer satisfaction.
- Performance Management: Monitor team performance, conduct regular reviews, and implement development plans to ensure continuous improvement and skill enhancement.
- Compliance and Reporting: Ensure all complaints are handled in compliance with financial regulations and company policies. Maintain accurate records and produce regular reports on complaint trends and resolutions.
- Stakeholder Engagement: Liaise with internal departments and senior management to escalate and resolve complex cases, ensuring clear communication and collaboration.
- Training and Development: Organise and deliver training sessions for team members, ensuring they are equipped with the necessary skills and knowledge to handle complaints effectively.
- Proven experience in a leadership role within a financial services business, focusing on complaints management or customer service.
- Strong understanding of financial services regulations and complaint handling processes.
- Excellent communication and interpersonal skills, with the ability to manage and motivate a team.
- Strong problem-solving skills and the ability to think critically under pressure.
- Ability to work rotational shifts, including evenings and weekends.
- A customer-centric mindset with a commitment to delivering high-quality service.
- Previous experience in a complaints handling role within a financial services environment.
- Previous experience within Financial Services.
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Complaints Team Leader
4 weeks ago
Glasgow, Glasgow City, United Kingdom Anderson Knight Full timeComplaints Team Leader Job DescriptionWe are seeking a highly skilled Complaints Team Leader to join our team at Anderson Knight. As a key member of our customer service team, you will be responsible for leading a team of complaint handlers, ensuring high standards of service, and compliance with regulatory requirements.Key Responsibilities:Team Leadership:...
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Complaints Team Leader
4 weeks ago
Glasgow, Glasgow City, United Kingdom Anderson Knight Full timeComplaints Team Leader Job DescriptionWe are seeking a highly skilled Complaints Team Leader to join our team at Anderson Knight. As a key member of our customer service team, you will be responsible for leading a team of complaint handlers, ensuring high standards of service, and compliance with regulatory requirements.Key Responsibilities:Team Leadership:...
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