Complaints Team Manager

Kroo Bank Ltd; London; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

Kroo Bank is seeking a Complaints Team Manager to lead the resolution of customer complaints and enhance customer experience. The role involves strategic initiatives to identify root causes and improve processes. Ideal candidates will have a strong background in financial services and complaints resolution.

Benefits

Generous holiday time

Personal days

Employer-sponsored volunteer program

Mental health support

Workplace pension

Top-notch equipment

Modern office

Cycle to Work scheme

Electric Car scheme

Enhanced parental leave

Full healthcare for you and family

Qualifications

• Solid experience in financial services with a strong background in complaints resolution.
• Deep understanding of complaint-handling regulation and frameworks.

Responsibilities

• Take ownership of customer complaints, ensuring timely resolution.
• Lead investigations into complex issues and drive improvements.
• Provide expert advice on complaints handling best practices.

Skills

Stakeholder Management

Customer Service

Complaint Resolution

Detail-oriented

Communication

Job description

What We’re All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Complaints Team Manager, you’ll take ownership of customer complaints from initial receipt through to resolution, working across departments to ensure issues are resolved efficiently, empathetically, and in line with regulatory requirements. You’ll lead strategic initiatives to identify root causes, provide insights, and drive meaningful change to improve customer experiences across the bank.

The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

Here's what you will be doing:

• Taking full ownership of customer complaints, ensuring thorough investigation and fair, timely resolution.
• Supporting customers who may be vulnerable, providing additional care and sensitivity where required.
• Managing escalations and ensuring complex complaints are handled appropriately and within regulatory frameworks.
• Leading on the collection, analysis, and presentation of complaints data to senior management, identifying key trends and areas for improvement.
• Conducting root cause analyses and driving initiatives to enhance internal processes and customer experience.
• Providing expert advice and guidance across the business on complaints handling best practice and customer communication.
• Contributing to the continuous improvement of complaints handling policies and processes, promoting a culture of regulatory excellence and customer-centricity.

We’re looking for someone who:

• Has solid experience in financial services, with a strong background in complaints resolution and customer service.
• Possesses a deep understanding of complaint-handling regulation and frameworks (TCF, DISP).
• Can lead investigations into complex issues with a high level of accuracy and professionalism.
• Demonstrates strong stakeholder management skills, working effectively across teams and departments.
• Is detail-oriented and committed to delivering best-in-class service to customers.
• Communicates clearly and empathetically, both verbally and in writing.
• Embraces change and proactively seeks ways to innovate and improve internal processes.
• Can handle time-sensitive matters while balancing competing priorities in a dynamic environment.

What we offer:

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London (Farringdon).
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

About Our Process:

We can be flexible with the structure of our interview process if someone's circumstances or timescales require it but our general structure is:

• People screen and quiz interview - 45 mins
• Technical interview challenge with the hiring manager - 45 mins
• Head of division interview - 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Hybrid Working:

At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in London is a splendid space that serves as a valuable and potent resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office once a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6am to 10pm.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

To all Recruitment Agencies:

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.