Senior Complaints Leader: Customer Experience & Resolution

Goldman Sachs; Birmingham; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Marcus by Goldman Sachs Complaints Leader role in Birmingham seeks an experienced leader to oversee complaint management for a fast-paced consumer banking environment. You will coach specialists, escalate complex inquiries, and ensure timely, high-quality resolutions while collaborating with legal, compliance and cross-functional teams.

You will report on root causes, drive improvements and maintain a strong focus on customer advocacy and satisfaction in a high-standard financial services

Qualifications

• Understanding of complaint regulations such as DISP and related regulatory environment.
• Proven ability to lead by example with a positive attitude.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proven delivery of excellent customer experience and advocacy.
• Strong customer focus and a good telephone manner.
• Ability to lead teams and drive performance standards.
• Motivation to develop staff and meet targets.
• Ability to manage change.

Responsibilities

• Oversee the management and reporting of customer complaints, including Executive Complaints and Financial Ombudsman cases.
• Provide leadership, coaching and development to complaints specialists, ensuring targets and agent satisfaction are achieved.
• Act as a senior escalation point, handling complex enquiries and fraud cases with timely, high-quality resolution.
• Ensure all complaints are acknowledged and customers are kept informed throughout the process.
• Manage end-to-end resolution of complaints within set timescales.
• Collaborate with legal, compliance and cross-functional teams to maintain efficient processes.
• Provide regular and ad-hoc complaint reports including root cause analysis for senior management and regulatory purposes.
• Maintain an environment focused on customer satisfaction and consistent business objective achievement.
• Recommend changes to reduce complaints and enhance customer experience using root cause analysis.
• Drive process enhancements and optimize resource allocation with audit-compliant procedures.
• Identify tech enhancements and contribute to IT requirements impacting Operations processes.
• Allocate workloads across channels for efficient resource use.
• Establish and enforce quality assurance standards, processes and controls.
• Conduct internal quality audits and support corrective action plans and training.

Skills

Regulatory understanding

Leadership

Communication

Problem-solving

Customer advocacy

People development

Attention to detail

Time management

Job description

Marcus by Goldman Sachs Complaints Leader role in Birmingham seeks an experienced leader to oversee complaint management for a fast-paced consumer banking environment. You will coach specialists, escalate complex inquiries, and ensure timely, high-quality resolutions while collaborating with legal, compliance and cross-functional teams.

You will report on root causes, drive improvements and maintain a strong focus on customer advocacy and satisfaction in a high-standard financial services