Job Description
Michelle Denny Recruitment is delighted to be partnering with a market-leading group of companies in Diss to find a skilled Group Head of Complaints. Salary package is in the region of £45,000 and is offered on a hybrid basis (3 days office | 2 days WFH). If you excel at turning challenges into solutions and are committed to service excellence, we’d love to hear from you.
The Role:
As the Group Head of Complaints, you’ll be the key point of contact for managing and resolving customer complaints with empathy, efficiency, and integrity. You’ll play a vital role in enhancing customer satisfaction and maintaining our client’s strong reputation for exceptional service.
What You'll Do:
* Oversee and lead the complaints process from initiation through to resolution, ensuring compliance with industry regulations and company policies.
* Conduct thorough investigations to reach fair and well-informed outcomes.
* Collaborate with internal departments to tackle root causes, implementing corrective measures where needed.
* Identify complaint trends and turn insights into proactive service improvements.
* Handle escalated and complex complaints, applying strong problem-solving skills to achieve swift resolutions.
What We’re Looking For:
* Proven experience in managing complaints; a background in financial services is highly desirable.
* Excellent communication skills, with the ability to empathise with customers and manage difficult conversations with professionalism.
* High attention to detail, analytical mindset, and the ability to multi-task in a fast-paced environment.
* Knowledge of FCA regulations is advantageous.
* A customer-focused approach, with a passion for delivering positive outcomes.
Why This Role?
* Competitive salary iro £45,000 per annum, with scope for professional growth.
* Career development opportunities and a chance to make a meaningful impact.
* A collaborative and supportive working culture where your contributions are recognised and rewarded.
Ready to take on a rewarding challenge? Contact Michelle Denny or Julie Cloke for a confidential chat, or simply apply online.