Complaints Manager

Role: Complaints Manager

Term: Permanent

Salary: Up to £55,000 DOE + bonus + benefits

Hours: 35 hours per week Mon-Fri

Location: Nottingham hybrid 2 days office 3 days at home

This is a fantastic opportunity for an experienced Complaints Manager to join a growing business. This role sits within Customer Service function and is key to driving high standards of complaint handling. You'll be working with the complaints management team to ensure your team of customer-focused experts are empowered to work with customers. Working closely with the operational teams, identifying trends and themes and sharing recommendations based on root cause analysis, will be crucial to the success of this role. Knowledge of FCA/FOS regulations is essential.

Role details for the Complaints Manager:

You'll lead a team of 5 Case Handlers to drive forward key performance and productivity metrics
Create a culture that encourages individual autonomy and freedom to solve customers problems
Recognise the challenges of being a complaint handler and work to create an environment where your team feels valued
Be driven by data and root cause analysis to uncover trends
Work collaboratively with business areas to improve complaint handling and address broken processes and service failures
Work closely with the Regulation and Compliance Teams to ensure all relevant risks are identified, shared and tracked
Lead the relationships related to third party customer referral channels
Develop new external relationships to share best practices Are you:

Passionate about complaint handling as Complaints Manager and turning negative customer experiences into positive outcomes. You're able to use data to provide recommendations and drive decision making as well as being able to translate a vision and strategy into actionable goals. Do you have experience of managing relationships with external referral channels. With a proven track record of supporting reduction in complaints at the back of process improvements & call handling.

Experience of managing an operational team whilst driving complaint handling across the wider business. Experience in working with stakeholders at a senior level
Have a hands on approach - being comfortable personally resolving issues and directly supporting customers when senior engagement is needed
Strong influencer who is just as comfortable with influencing outcomes as owning this
Excellent communicator across all levels internally and externally; creating successful alignment between diverse teams across a business Please follow the link to apply for this Complaints Manager role based in Nottingham.

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