Complaints Manager

Infosys BPM; Greater London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Complaints Manager to oversee operations and manage complaints for a premier banking client. This role involves ensuring workflow efficiency, compliance with regulatory requirements, and driving process improvements through innovative solutions. With a focus on customer satisfaction, the successful candidate will engage with the bank's complaints team, prepare reports, and act as an escalation point. This is a fantastic opportunity for an experienced professional to make a significant impact in a dynamic environment.

Qualifications

• 12-15 years relevant experience in complaints management.
• Industry-standard training in customer resolution required.

Responsibilities

• Manage operations and ensure timely complaint resolution.
• Drive process improvements and leverage AI and automation.

Skills

Responsiveness

Strong Organizational Skills

Problem-Solving Abilities

Strong Communication Skills

Coaching Skills

Data Analysis Skills

Experience with CRM Systems

Process Improvement

Education

Graduate (15 years of formal education)

Banking Certifications

Management Certifications

Tools

Complaints Management Software

CRM Software

Job description

Role title: Complaints Manager (requires Voice & Non-Voice Support)

Hours: FTC, 8 hours/day

Location: Infosys London, with travel to client sites as required

Work Flexibility: Office-based, 5 days a week

Work with a premier banking client, directly engaging with the Bank's Complaints Team

Responsibilities include managing operations, ensuring workflow efficiency, and timely complaint resolution

Key skills required: responsiveness, strong organizational skills, problem-solving abilities

Business hours: 9am to 6pm UK time

Minimum requirements: prior management experience in UK bank complaints, customer-focused mindset

Required Skills:

• 12-15 years relevant experience
• Industry-standard training/certification in complaints or customer resolution
• Experience in FCA regulated environment with leadership background
• Knowledge of regulatory requirements and industry best practices
• Experience with CRM and complaints management software
• Ability to oversee end-to-end complaints workflow, ensuring compliance and timely resolution
• Ability to act as escalation point, maintain SLA adherence
• Prepare reports for management and regulators
• Drive process improvements, leverage AI and automation
• Strong communication, coaching, data analysis skills
• Innovate in complaints handling processes

Educational Qualifications:

• Graduate (15 years of formal education)
• Banking certifications, Six Sigma/Lean, automation experience advantageous
• Management certifications beneficial

Additional Details:

• Seniority level: Mid-Senior
• Employment type: Contract
• Job functions: Accounting/Auditing, Customer Service, Finance
• Industries: IT Services, IT Consulting