Senior Complaints & Service Improvement Manager

Michael Page; Ringway; On-site; GBP 36,000 - 44,000; Full time

Job summary

Michael Page is seeking a Complaints Manager in the financial services sector, based in Manchester, to oversee the end-to-end handling of customer complaints and ensure resolutions comply with regulations. You will analyse trends, deliver training, report to senior management, and work with other departments to improve processes.

The role is permanent with a salary of £40,000 and a strong focus on customer service excellence.

Qualifications

• Experience in customer service or complaints management.
• Knowledge of financial regulation and compliance responsibilities.
• Strong problem-solving and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to manage and prioritise a busy workload.

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.

Job description

Michael Page is seeking a Complaints Manager in the financial services sector, based in Manchester, to oversee the end-to-end handling of customer complaints and ensure resolutions comply with regulations. You will analyse trends, deliver training, report to senior management, and work with other departments to improve processes.

The role is permanent with a salary of £40,000 and a strong focus on customer service excellence.