Marcus by Goldman Sachs, Complaints Manager, Associate, Birmingham in West Bromwich

We're looking for an experienced Complaints Leader with a passion for customer service to join our growing customer support team. You should have experience working in a contact centre environment, a strong understanding of operational processes, and excellent presentation and communication skills.

Our division delivers critical operations and user experience design to ensure smooth business flows when customers engage with us. The Complaints Leader will play a vital role in upholding our customer support principles: customer focus, process innovation, and risk management.

What You'll Do

• Oversee the management and reporting of customer complaints, including Executive Complaints and Financial Ombudsman cases.
• Provide leadership, clear communication, coaching, and professional development to complaints specialists, ensuring performance targets and agent satisfaction are achieved.
• Act as a senior point of escalation, directly handling complex customer enquiries and complaints, including fraud cases, and ensuring prompt, high‐quality resolution within established timescales.
• Ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
• Manage the end‐to‐end resolution of customer complaints within given timescales.
• Collaborate closely with legal, compliance, and cross‐functional teams to maintain process efficiency and effective complaint handling.
• Provide regular and ad‐hoc complaint reports, including root‐cause analysis, for senior management and regulatory purposes.
• Maintain an environment focused on customer satisfaction and advocacy while achieving standard business objectives.
• Recommend changes to reduce complaints and enhance customer experience using root‐cause analysis.
• Drive enhancements in business processes, optimise resource allocation, and ensure audit‐compliant administrative procedures.
• Identify technological enhancements and assist in developing tech requirements impacting Operations processes.
• Allocate workloads across multiple channels to ensure efficient resource utilisation.
• Apply quality audit criteria, develop and implement quality assurance standards, processes, and controls.
• Conduct internal quality audits of the customer support team and support corrective action plans, training, and communication to improve quality outcomes.
• Own and control risk for complaint processes and assist management in driving positive operational improvements.
• Work closely with Business Risk Managers to identify key controls and escalation procedures, proactively identifying new issues or risks and ensuring suitable controls are in place.

Requirements

• Understanding of complaint regulations such as DISP and broader regulatory environment.
• Self‐directed team player with ability to drive high performance in a fast‐paced environment.
• Proven ability to lead by example with a positive attitude.
• Excellent communication and interpersonal skills.
• Strong analytical and problem‐solving skills.
• Proven delivery of excellent customer experience and advocacy.
• Strong customer focus and good telephone manner.
• Ability to lead teams and drive performance standards.
• Good leadership skills and ability to motivate and develop staff.
• Desire to help others work towards targets and develop their skills.
• Ability to set, meet and exceed targets.
• Ability to manage change.

Basic Qualifications

• Minimum of 5 years of customer service experience (with at least 2 years in a complaints capacity).
• In‐depth product knowledge across Banking and Savings within retail banking.

Preferred Qualifications

• Complaints leadership in a retail banking environment.