Senior Customer Feedback & Insights Lead

Just Group plc; England; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Private medical cover

Generous bonus scheme

25 days annual leave

Access to Headspace app

Employee assistance helpline

Job summary

A leading financial services firm in the UK is seeking a Senior Customer Feedback Manager to champion the voice of customers and develop a comprehensive complaints strategy. This pivotal role involves monitoring regulatory changes, leading a talented team, and turning insights into actionable improvements. Candidates should have substantial experience in complaints management, a proven ability to deliver improvements through analysis, and the skills to work collaboratively at all levels. Competitive salary and benefits included.

Qualifications

• Proven experience in a complaints role at a Group level within financial services.
• A track record of delivering improvements through root cause analysis.
• Excellent problem analysis and resolution skills.

Responsibilities

• Create and implement a complaints strategy across the Group.
• Monitor regulatory changes to stay ahead.
• Turn insights from root cause analysis into action.

Skills

Experience in complaints role

Root cause analysis

Knowledge of complaints regulation

Problem analysis skills

Influencing skills

High-performance team development

Experience with regulators (FCA)

Job description

A leading financial services firm in the UK is seeking a Senior Customer Feedback Manager to champion the voice of customers and develop a comprehensive complaints strategy. This pivotal role involves monitoring regulatory changes, leading a talented team, and turning insights into actionable improvements. Candidates should have substantial experience in complaints management, a proven ability to deliver improvements through analysis, and the skills to work collaboratively at all levels. Competitive salary and benefits included.