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Complaints and Customer Experience Lead

  • Location: Birmingham
  • Salary: £30,000 - £40,000 per year
  • Job Type:Permanent

Posted 14 days ago

  • Sector: Front-Line Talent, Customer Contact
  • Contact: Sally Brearley
  • Contact Email:
  • Contact Phone: 0161 883 2755
  • Expiry Date: 13 June 2024
  • Job Ref: SBR/11606

Location: Birmingham- hybrid 2 office days, 3 WFH days

Salary: £30,000 to £40,000 DOE

Are you passionate about ensuring fairness and transparency in customer interactions? Do you thrive on resolving issues and enhancing customer experiences? Join our clients team in Birmingham and make a difference!


  • Take ownership of complaints, guiding them from start to finish with professionalism and efficiency.

  • Analyse evidence independently, determining fair outcomes and appropriate compensation where needed.

  • Craft clear and concise responses to customer complaints, offering effective solutions.

  • Maintain accurate records of complaints throughout the process.

  • Prepare cases for regulatory bodies and challenge decisions when necessary.

  • Compile complaint data for regulatory reporting and identify areas for improvement.

  • Share insights and lessons learned to drive continuous improvement in customer satisfaction.

Skills Required:

  • Extensive experience in complaints handling within financial services.

  • Knowledge of banking processes and regulatory/legal requirements.

  • Knowledge of DISP handling rules.

  • Strong numeracy skills.

  • Professional qualifications in banking (desirable).

If you're a proactive problem-solver with a passion for customer satisfaction, we want to hear from you! Apply now to join our clients amazing team and help shape the future of customer experience.

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities. If you would like this job advertisement in an alternative format, please contact MERJE directly.