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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 similar sectors.
- 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
Customer Complaints Manager - FinTech / Financial Services employer: FinTech People
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, which is crucial for a role in FinTech.
✨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
If you have experience with Zendesk or similar complaint management systems, be sure to highlight this during your discussions. Familiarity with these tools can set you apart from other candidates and show that you're ready to hit the ground running.
✨Tip Number 4
Prepare to discuss how you use data insights to drive continuous improvement. Think of examples where you've identified trends in customer complaints and implemented changes that led to better outcomes for customers.
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 your experience in customer complaints management, particularly in FinTech or financial services. Use specific examples that demonstrate your leadership skills and ability to drive continuous improvement.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and team development. Mention how your background aligns with the company's goals and values, and provide examples of how you've successfully managed complaints processes in the past.
Highlight Relevant Skills: Emphasise your communication and interpersonal skills, as well as your experience with data-driven decision-making. If you have used tools like Zendesk, be sure to mention this, as it is highly advantageous for the role.
Show Understanding of Regulations: Demonstrate your knowledge of FCA regulations and Consumer Duty in your application. This shows that you are not only qualified but also aware of the compliance aspects crucial to the role.
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 leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on how you motivated and developed your team members.
✨Understand the FinTech Landscape
Familiarise yourself with the current trends and challenges in the FinTech sector. Being able to discuss these insights during your interview will show that you're not only knowledgeable but also passionate about the industry.
✨Highlight Your Data-Driven Approach
Since the role requires a data-driven mindset, be ready to discuss how you've used data to improve processes in previous roles. Bring specific examples of how data insights have led to successful outcomes in customer complaints management.
✨Know FCA Regulations Inside Out
Understanding FCA regulations and Consumer Duty is crucial for this position. Brush up on these regulations and be prepared to discuss how they impact customer complaints management and how you've navigated them in your past experiences.
