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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
Customer Complaints Manager - FinTech / Financial Services employer: FinTech People
Join a dynamic and rapidly expanding FinTech company that prioritises innovation and customer satisfaction. With a strong focus on employee development, you will have the opportunity to lead a passionate team in a collaborative environment located in the heart of Central London. Enjoy a competitive salary, hybrid working arrangements, and a culture that encourages continuous improvement and professional growth.
Contact Detail:
FinTech People Recruiting Team