Complaints Manager

2 weeks ago

Newcastle Upon Tyne, United Kingdom BMC Recruitment Group Full time

About the Company

Our client are an award-winning group of financial services and technology companies, working with close to 20% of UK financial advisers and their clients. By combining their Investment Management expertise with advanced Wealth Platform technology, they offer financial solutions built for the future and that of their clients.


About the Role

The Group Head of Complaints will oversee and liaise with two Team Leaders and employees reporting into them in order 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).


Duties/Responsibilities

Complaint Handling:

  • 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.

Customer Communication:

  • 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.

Resolution and Escalation:

  • 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.

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.

Training and Development:

  • Train and support staff in effective complaints handling and customer service techniques.
  • Develop and implement training programs to improve overall customer service standards.
  • Keep abreast of best practices in complaints management and customer service.

Compliance:

  • Ensure all complaints are handled in compliance with company policies and relevant regulatory requirements.
  • Maintain an up-to-date knowledge of relevant legislation and industry standards.


About you

  • 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 complaint handling environment
  • Financial services qualifications preferred however not essential


Benefits:

  • Free on-site parking
  • Hybrid
  • Bonus scheme
  • Up to £56,000.00 per year

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