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For Companies At a Glance
- Tasks: Lead a team to manage client complaints and enhance service quality.
- Company: Join a respected independent wealth management firm focused on client success.
- Benefits: Enjoy hybrid working, a supportive culture, and a comprehensive benefits package.
- Why this job: Make a real impact on clients' financial journeys while developing your leadership skills.
- Qualifications: Experience in operational management and handling client complaints is essential.
- Other info: This is a full-time, permanent role based in the West Midlands.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Complaints Manager – Wealth Management
Location: West Midlands 3 x a week
Type: Full-time, Permanent
An established and highly respected independent wealth management business is on the lookout for an exceptional Complaints Manager to join their growing team. This is an exciting opportunity to lead a high-performing complaints function, working closely with financial advisers to ensure outstanding outcomes for clients across the UK.
In this pivotal managerial role, you’ll be the driving force behind operational excellence – managing a dedicated team, refining internal processes, and championing a culture of continuous improvement and client-first service.
What you’ll be doing:
- Leading and developing the Complaints Team, ensuring high standards of service and performance
- Managing all aspects of the complaints process, from initial receipt through to resolution and remediation
- Overseeing breach and complaint systems, ensuring regulatory compliance and operational efficiency
- Creating and implementing strategies to improve workflow, productivity, and client experience
- Collaborating with internal stakeholders, including advisers and compliance teams, to uphold client protection standards
- Producing, analysing, and acting on meaningful MI to drive decision-making and service delivery
What you’ll bring:
- Strong operational management experience, ideally within financial services or a regulated industry
- A track record of line management and coaching teams for performance and development
- Significant experience handling client complaints and feedback processes with professionalism and care
- Knowledge of FCA regulations and the client protections afforded in financial advice services
- Clear and confident communication skills, both written and verbal
- A mindset of ownership, adaptability, and a genuine commitment to delivering exceptional client outcomes
Why join?
You’ll be part of a business that truly values its people and places integrity at the heart of its operations. You’ll enjoy the flexibility of hybrid working, a supportive and collaborative culture, and a comprehensive benefits package, all while making a meaningful difference in clients' financial journeys.
Complaints Manager - Wealth Management employer: IDEX Consulting Ltd
Contact Detail:
IDEX Consulting Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager - Wealth Management
✨Tip Number 1
Familiarise yourself with the latest FCA regulations and client protection standards. This knowledge will not only help you in interviews but also demonstrate your commitment to compliance and operational excellence, which is crucial for a Complaints Manager role.
✨Tip Number 2
Network with professionals in the wealth management sector, especially those who have experience in complaints management. Engaging with industry peers can provide valuable insights and may even lead to referrals or recommendations for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed complaints in the past. Highlighting your problem-solving skills and ability to improve processes will resonate well with the hiring team and showcase your fit for the role.
✨Tip Number 4
Research the company’s values and culture, particularly their approach to client service. Tailoring your conversation during interviews to align with their ethos will show that you’re not just looking for any job, but that you genuinely want to contribute to their mission.
We think you need these skills to ace Complaints Manager - Wealth Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints management, particularly within financial services. Use specific examples that demonstrate your operational management skills and your ability to lead a team.
Craft a Compelling Cover Letter: In your cover letter, express your passion for client service and continuous improvement. Mention your understanding of FCA regulations and how your previous experiences align with the responsibilities of the Complaints Manager role.
Showcase Your Achievements: When detailing your work history, focus on quantifiable achievements related to complaint resolution and team performance. This could include metrics like reduced complaint resolution times or improved client satisfaction scores.
Prepare for Potential Questions: Anticipate questions related to your approach to managing complaints and leading teams. Be ready to discuss specific strategies you've implemented in the past to enhance client experience and operational efficiency.
How to prepare for a job interview at IDEX Consulting Ltd
✨Understand the Complaints Process
Familiarise yourself with the entire complaints process, from receipt to resolution. Be prepared to discuss how you would manage each stage and ensure compliance with FCA regulations.
✨Showcase Your Leadership Skills
Highlight your experience in managing teams and developing talent. Share specific examples of how you've led a team to improve performance and client satisfaction in previous roles.
✨Demonstrate Client-Centric Thinking
Emphasise your commitment to client outcomes. Prepare to discuss strategies you've implemented in the past that have enhanced client experiences and resolved complaints effectively.
✨Prepare for Scenario-Based Questions
Anticipate questions that may involve real-life scenarios related to complaints management. Think about how you would handle difficult situations and be ready to articulate your thought process clearly.
