Job Title: Group Head of Complaints
Location: Diss, UK
Salary: A negotiable £45,000pa
Contract Type: Full time, permanent
Job Style: Hybrid (3 days office | 2 days WFH)
Starting: According to notice
Job Details
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:
1. Oversee and lead the complaints process from initiation through to resolution, ensuring compliance with industry regulations and company policies.
2. Conduct thorough investigations to reach fair and well-informed outcomes.
3. Collaborate with internal departments to tackle root causes, implementing corrective measures where needed.
4. Identify complaint trends and turn insights into proactive service improvements.
5. Handle escalated and complex complaints, applying strong problem-solving skills to achieve swift resolutions.
What We’re Looking For:
1. Proven experience in managing complaints; a background in financial services is highly desirable.
2. Excellent communication skills, with the ability to empathise with customers and manage difficult conversations with professionalism.
3. High attention to detail, analytical mindset, and the ability to multi-task in a fast-paced environment.
4. Knowledge of FCA regulations is advantageous.
5. A customer-focused approach, with a passion for delivering positive outcomes.
Why This Role?
1. Competitive salary iro £45,000 per annum, with scope for professional growth.
2. Career development opportunities and a chance to make a meaningful impact.
3. A collaborative and supportive working culture where your contributions are recognised and rewarded.
Ready to take on a rewarding challenge? Contact Julie Cloke or Michelle Denny for a confidential chat, or simply apply online.
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