We are seeking a dynamic and adaptable Complaints Team Leader to manage and develop a team of exceptional Complaints Officers. In this pivotal role, you’ll lead from the front, building a high-performing, engaged team that resolves complex customer complaints, delivers outstanding customer outcomes, and drives process improvements, all while championing a data-driven culture.
Requirements
- Directly manage, support and develop a team of Complaints Officers, ensuring they achieve individual and group KPIs and high standards in line with FCA regulations.
- Bring proven experience in fast-paced, evolving financial services environments embracing ambiguity, managing multiple priorities, and guiding your team through periods of significant change.
- Champion the use of AI models and data analytics within the team, using these tools to allocate workloads, identify efficiency opportunities, and deliver actionable insights.
- Regularly review management information and team outputs, using data to monitor trends, proactively identify possible issues, and fuel continuous improvement both in customer outcomes and operational processes.
- Foster a culture of innovation, collaboration and professional development, coaching your team to leverage technology and new data sources to enhance their impact.
- Build strong relationships across Operations and Product, ensuring feedback from your team translates into meaningful business change.
- Ensure robust quality assurance practices are embedded, ensuring that your team maintains consistency in decision making and are following applicable processes.
- Take the lead in responding to escalated or high-risk complaints, modelling exceptional standards of professionalism, communication and judgement.
- Keep up to date with industry regulation (particularly FCA and DISP) and best practice, ensuring your team operates with integrity and good consumer outcomes always at the forefront.
Benefits
- Best-in-class compensation, including equity.
- Flexible work arrangements (work from home every Monday and Friday)
- Fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office
- Private health insurance
