Complaints Manager

Michael Page Business Support; Manchester; On-site; GBP 40,000 - 46,000; Full time

Job summary

Michael Page is seeking a Complaints Manager in Manchester to oversee the end-to-end complaints process within the financial services sector, ensuring timely and satisfactory resolutions.

You will analyse trends, drive service improvements, ensure regulatory compliance, and provide training and reporting to senior management and the customer service team.

This permanent role offers stability and the chance to impact customer experience across the organisation.

Qualifications

• Strong knowledge of the financial services industry and 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.

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 knowledge

Complaint management experience

Problem solving

Communication skills

Prioritisation

Tracking and reporting 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.