Complaints Manager

Michael Page Business Support; Lancashire; On-site; GBP 36,000 - 44,000; Full time

Job summary

Michael Page is seeking a Complaints Manager based in Manchester to oversee the end-to-end complaints process within the financial services sector. You will monitor trends, ensure regulatory compliance, and provide guidance to the customer service team to improve service quality.

Using robust reporting, you will deliver insights to senior management, drive process enhancements, and act as escalation for complex cases, contributing to a more effective, compliant, and customer-focused operation.

Qualifications

• Knowledge of the financial services industry and regulatory requirements.
• Proven experience in customer service or complaints management.
• Excellent problem-solving and attention to detail.
• Effective communication and interpersonal skills.
• Ability to manage and prioritise a busy workload.
• Proficiency in using tracking and reporting tools.

Responsibilities

• Manage the end-to-end complaints process, ensuring timely and satisfactory resolutions.
• Monitor and assess complaint trends to identify areas for improvement.
• Ensure compliance with financial regulations and company policies in all complaint handling.
• Deliver training and guidance to the customer service team on best practices for handling complaints.
• Maintain accurate records of complaints and resolutions for reporting and analysis.
• Provide detailed reports on complaint metrics and outcomes to senior management.
• Collaborate with other departments to address recurring issues and enhance processes.
• Act as the point of escalation for complex or high-priority cases.

Skills

Financial services

Complaint handling

Regulatory compliance

Communication

Prioritisation

Tools

CRM software

Job description

As a Complaints Manager in the financial services industry, based in Manchester, you'll oversee the handling of customer complaints, ensuring they're resolved effectively and in line with regulations. Your role will help improve customer satisfaction by identifying trends and implementing solutions to enhance the overall service experience.

Client Details

This role is within the financial services sector and is based in Manchester.

Description

• Manage the end-to-end complaints process, ensuring timely and satisfactory resolutions.
• Monitor and assess complaint trends to identify areas for improvement.
• Ensure compliance with financial regulations and company policies in all complaint handling.
• Deliver training and guidance to the customer service team on best practices for handling complaints.
• Maintain accurate records of complaints and resolutions for reporting and analysis.
• Provide detailed reports on complaint metrics and outcomes to senior management.
• Collaborate with other departments to address recurring issues and enhance processes.
• Act as the point of escalation for complex or high-priority cases.

Profile

A successful Complaints Manager should have:

• Strong knowledge of the financial services industry and its regulatory requirements.
• Proven experience in customer service or complaints management.
• Excellent problem-solving skills and attention to detail.
• Effective communication and interpersonal skills.
• Ability to manage and prioritise a busy workload.
• Proficiency in using relevant software and tools for tracking and reporting.

Job Offer

• Salary £40,000
• Permanent position based in Manchester

People are at the heart of Michael Page. We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we'll work with you to ensure you can perform at your best.