Job Description
We are delighted to be supporting a leading law firm in Leeds who are looking to appoint a permanent Complaints Manager. This is a fast-paced and varied position where you will be managing a team of 5 people, resolving complex complaints efficiently while driving continuous improvement. The ideal candidate will be someone who thrives in problem-solving, has experience in complaints and leading a team.
Key Responsibilities:
* Lead the resolution of escalated customer complaints and queries within the remortgage process.
* Identify recurring challenges and implement improvements to enhance customer satisfaction.
* Ensure compliance with regulatory and legal requirements in complaint handling.
* Monitor trends in customer feedback to drive service enhancements.
* Provide coaching and support to team members on best practices for resolving customer concerns.
* Maintain accurate records of complaints and resolutions, producing reports for senior management.
* Lead and conduct regular team meetings.
Skills Required:
* Proven experience in a customer resolution, complaints management, or customer service leadership role within financial or legal services.
* Strong knowledge of remortgage or conveyancing processes is highly desirable.
* Excellent communication and problem-solving skills.
* Ability to remain calm under pressure and handle complex cases with professionalism and a timely manner.
* People management skills.
* A proactive approach to process improvement and customer satisfaction.
Company Offers:
* Opportunities for career growth.
* A supportive and collaborative work environment.
* Comprehensive benefits package, including pension and wellbeing programs.
* Hybrid working.
If you’re passionate about delivering outstanding customer service and driving positive change, we’d love to hear from you.
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