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- Tasks: Lead a team to resolve customer complaints and improve processes.
- Company: Join a fast-growing FinTech company revolutionising financial services.
- Benefits: Enjoy a hybrid work model, competitive salary, and great perks.
- Why this job: Be part of a dynamic team focused on innovation and customer satisfaction.
- Qualifications: 3+ years in leadership roles within customer complaints in FinTech or financial services.
- Other info: Work in a vibrant Central London office three days a week.
The predicted salary is between 45000 - 50000 £ per year.
Our fast growing FinTech client is seeking a data driven, Complaints Manager to lead and motivate a dedicated team of Complaints Advisors. This rocket ship of an organisation is seeking a highly motivated, customer focussed leader who is passionate about developing teams, process improvement and innovation in customer complaints.
Duties include:
- Oversight of the end-to-end complaints process, ensuring timely and effective resolution of customer complaints.
- Managing, training and mentoring a team of complaints specialists.
- Review and refine company complaints procedures, implementing change where necessary.
- Drive continuous improvement and a positive growth mindset in the team.
- Utilise data insights to monitor trends and drive continuous improvement.
- Ensure best customer outcomes in line with FCA Regulations / Consumer Duty.
- Work closely with internal teams to ensure swift resolution of escalated queries.
- Drive initiatives to streamline complaints management processes.
Essential experience includes:
- 3+ years experience in a leadership role overseeing customer complaints management teams.
- Experience within FinTech / insurance / banking / financial services / FCA regulated business.
- Excellent communication and interpersonal skills.
- Experience using Zendesk is highly advantageous.
- Strong leadership qualities with the ability to inspire and motivate teams.
- Experience driving continuous improvement in a data driven environment.
- Understanding of FCA regulations / Consumer Duty / FOS resolution.
Hybrid role: Central London office 3 days per week. Salary: £45,000 - 50,000 + Benefits
Contact Detail:
FinTech People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints Manager - FinTech / Financial Services
✨Tip Number 1
Familiarise yourself with the latest FCA regulations and Consumer Duty guidelines. This knowledge will not only help you in interviews but also demonstrate your commitment to compliance and customer care.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed and motivated teams in the past. Be ready to discuss specific instances where you drove process improvements or resolved complex complaints.
✨Tip Number 3
Research the company’s current complaints management processes and think about potential improvements. Presenting your ideas during the interview can set you apart as a proactive candidate who is already thinking about their future role.
✨Tip Number 4
If you have experience with Zendesk, be prepared to discuss how you've used it to enhance customer service and streamline complaint resolutions. If not, consider familiarising yourself with its features to show your willingness to learn.
We think you need these skills to ace Customer Complaints Manager - FinTech / Financial Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer complaints management, particularly in FinTech or financial services. Emphasise your leadership roles and any specific achievements related to process improvement and team development.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of FCA regulations. Mention specific examples of how you've driven continuous improvement in previous roles and how you can bring that expertise to the new position.
Showcase Data-Driven Achievements: Since the role requires a data-driven approach, include metrics or data points in your application that demonstrate your success in managing complaints and improving processes. This could be in the form of reduced complaint resolution times or increased customer satisfaction scores.
Highlight Team Leadership Skills: Clearly outline your experience in managing and mentoring teams. Provide examples of how you've inspired and motivated your team members, and discuss any training initiatives you've implemented to enhance their skills.
How to prepare for a job interview at FinTech People
✨Showcase Your Leadership Skills
As a Customer Complaints Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your leadership style and how you inspire others.
✨Understand FCA Regulations
Since this role involves working within a regulated environment, make sure you're well-versed in FCA regulations and Consumer Duty. Be ready to discuss how you've applied these regulations in previous roles and how they impact customer complaints management.
✨Highlight Data-Driven Decision Making
This position requires a strong focus on data insights. Prepare to discuss specific instances where you've used data to identify trends and drive improvements in complaints management. Show how your analytical skills can benefit the company.
✨Familiarise Yourself with Zendesk
If you have experience using Zendesk, be sure to mention it during the interview. If not, take some time to learn about its features and how it can streamline complaints management. This knowledge could set you apart from other candidates.
