Senior Complaints & Customer Experience Leader

Goldman Sachs; West Midlands; On-site; GBP 60,000 - 90,000; Full time

Job summary

Goldman Sachs is seeking an experienced Complaints Leader to join our Retail Banking and Wealth Management customer support operations. You will oversee complaints handling, provide leadership and coaching to specialists, and act as escalation point for complex inquiries, including fraud cases.

You will collaborate with legal, compliance and cross-functional teams, deliver regular complaint reports, and drive process improvements to enhance customer experience while meeting regulatory

Qualifications

• Understanding of complaint regulations such as DISP and complaints management within the wider regulatory environment.
• Self-directed team player with ability to drive high performance in fast-paced environments.
• Proven ability to lead by example with a positive attitude.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Proven delivery of excellent customer experience and advocacy.
• Strong customer focus and a good telephone manner.
• Ability to lead teams and drive performance standards.
• Good leadership skills and ability to motivate and develop staff.
• Desire to help others meet targets and develop skills.
• Ability to set, meet and exceed targets.
• Ability to manage change.

Responsibilities

• Oversee the management and reporting of customer complaints, including Executive Complaints and Financial Ombudsman cases.
• Provide leadership, clear communication, coaching and professional development to complaints specialists, ensuring performance targets and agent satisfaction are achieved.
• Act as a senior point of escalation, directly handling complex customer enquiries and complaints, including fraud cases, and ensuring prompt, high-quality resolution within established timescales.
• Ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
• Manage the end-to-end resolution of customer complaints, within given timescales.
• Collaborate with legal, compliance, and cross-functional teams to maintain process efficiency and effective complaint handling.
• Provide regular and ad-hoc complaint reports, including root cause analysis, for senior management and regulatory purposes.
• Maintain an environment focused on customer satisfaction/advocacy while achieving standard business objectives.
• Recommend changes to reduce complaints and enhance customer experience using root cause analysis.
• Drive enhancements in business processes, optimise resource allocation, and ensure audit-compliant procedures.

Skills

Customer service

Complaints management

Leadership

Communication

Analytical skills

Problem solving

Customer experience

Change management

Team motivation

Job description

Goldman Sachs is seeking an experienced Complaints Leader to join our Retail Banking and Wealth Management customer support operations. You will oversee complaints handling, provide leadership and coaching to specialists, and act as escalation point for complex inquiries, including fraud cases.

You will collaborate with legal, compliance and cross-functional teams, deliver regular complaint reports, and drive process improvements to enhance customer experience while meeting regulatory