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Complaints Team Manager

  • Location: Leeds
  • Salary: £30,000 per year
  • Job Type:Permanent

Posted 21 days ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Expiry Date: 10 December 2021
  • Job Ref: NC/18291

​My client is looking for a Complaints Team Leader to achieve planned business results including quality and productivity. To lead and develop colleagues to ensure they are both sufficiently skilled and motivated to deliver, providing mentoring where needed.


•Producing and reviewing basic data to assess competency and identify areas of improvements. Including FOS statistics such as referral rates to FOS and overturn rate, considering root cause analysis and trend analysis working towards driving a reduction of FOS cases and enhanced customer journey.

•Ensuring the team's compliance with their procedures and regulatory and legislative standards.

•Motivating the team to share practice and drive new initiatives to improve customer experience and reduce complaints.

• Facilitate the continuous improvement of complaint handling across both the Complaints team and other departments, including engaging partners from other areas.

Skills and Experience

•A strong awareness of TCF, FCA and regulation impacting the financial industry and complaints handling

•Experience and confidence in managing a strong team alongside critical processes

•Strong communication both verbal and written, ability to handle challenging conversations

•Confident in planning and prioritisation of work load demonstrating a flexible approach

•Keen eye for detail and high quality

•Experience within financial services and a complaints environment

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.