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.
Due to the amount of response we receive, unfortunately we are not able to give feedback to individuals, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. By applying to this advertisement, you are hereby giving consent for Jo Holdsworth Recruitment to hold your details for a 30 day period and contact you via any method of contact you have listed on your application. (Jo Holdsworth Recruitment - Recruitment Agency)