Customer Complaints Manager - Financial Services

Financial Services

Customer Complaints Manager

£50,000 per annum plus benefits

Permanent

Bromley, Kent

Summary of Role:
You will be responsible for managing a team of Customer Relations Officers to investigate and resolve all customer complaints within the Financial Conduct Authority regulatory timescales.

Key Responsibilities & Duties:
* Recruit, manage, train, and develop your team.
* Ensure all customer complaints are investigated, resolved, and respond to appropriately within regulatory timescales and service level agreements.
* Handle complex complaints and liaise with the Financial Ombudsman Service where applicable.
* Use root cause analysis to prevent repeated complaints.
* Develop and review complaint handling procedures.
* Ensure complaint records and systems are maintained and identify areas for improvement.
* Liaise with the Customer Services department and key stakeholders when required.

Knowledge, Skills & Experience:
* 5 years' complaint management experience.
* Experience of working within a Financial Services environment.
* Knowledge of Life Assurance, Pension, and Investment products.
* Previously managed a complaints/customer relations team.
* Strong people management and development skills.
* Good knowledge of Conduct risks and Treating Customers Fairly outcomes.
* Effective communicator at all levels.

Qualifications:
Professional qualification in Financial Services or Insurance.

If you have the required skills and experience, please send your CV for immediate consideration.