Complaints Manager

Avance Consulting; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a seasoned complaints management professional to lead the Bank's Complaints Team. This role demands a strong customer mindset and extensive experience in managing complaints within FCA regulated environments. The ideal candidate will be a strategic thinker, capable of driving operational excellence and innovation in complaints handling processes. You will oversee the workflow, ensuring compliance with regulatory standards while fostering collaboration within the team. If you are passionate about enhancing customer experiences and have a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• 12-15 years of relevant experience in complaints management.
• Strong leadership background in FCA regulated environments.

Responsibilities

• Oversee end-to-end workflow of complaints, ensuring timely resolutions.
• Drive continuous improvement initiatives to enhance processes.

Skills

Management Experience

Customer Mindset

Organizational Skills

Problem-Solving Skills

Data Analysis Skills

Communication Skills

Education

Graduate Degree

Banking Certifications

Six Sigma/Lean Certification

Tools

CRM Systems

Complaints Management Software

Job description

Will work directly/face-to-face with the Bank's Complaints Team.

Will need to be excellent at managing operations, relentlessly driving the workflow forward to ensure timely completion.

Will need to be (1) highly responsive, (2) have strong organisation skills, and (3) have excellent problem-solving skills.

Must have prior management experience in managing complaints for a UK bank.

Must have a strong customer mindset.

Required Skills :

Minimum 12 to 15 years of relevant experience.

Must have industry-standard training certification in complaints or customer resolution. Extensive experience in an FCA regulated environment with a strong leadership background is essential.

Strong knowledge of regulatory requirements and industry best practices in complaints management.

Must have experience with CRM systems and complaints management software.

Oversee the end-to-end workflow of all complaints, ensuring timely resolutions in line with regulatory and business standards.

Act as an escalation point for all complaints, ensuring that the bank maintains its turnaround time SLAs.

Ensure compliance with FCA and internal policies, preparing reports for senior management and regulatory bodies as needed.

Drive continuous improvement initiatives to enhance processes, workflows, and eliminate backlogs. Analyze the complaints programme data to identify trends and root causes.

Identify and manage risks associated with complaints handling, escalating significant issues to senior leadership and supporting/driving operational controls.

Ensure effective collaboration with the internal complaints team to maintain the team's confidence and ongoing knowledge of complaint handling best practices.

Be organised, disciplined in approach, follow through meticulously, and hold others (across departments and within the team) accountable for delivery.

Drive innovation in complaints handling processes.

Exhibit excellent communication, coaching, and data analysis skills, with a knack for using new tools and adapting to new technologies.

Bring innovation to provide scalable solutions for a high-volume programme, including leveraging AI and automation capabilities to improve workflow and complaints management.

Educational:

Graduate (15 years of formal education).

Any banking certifications, Six Sigma/Lean/Process Improvement, and/or automation projects will be an advantage.

Any management-related certifications will be an advantage.

* Free services are subject to limitations.