Accessability Links

Customer Complaints Manager - Financial Services

  • Location: Bromley, Kent
  • Sector: Compliance, Secretarial
  • Salary: £48000 - £50000 per annum
  • Job type: Permanent
  • Date posted: 21/08/2020
  • Job reference: AL2462/CCM
This vacancy has now expired.

Financial Services

Customer Complaints Manager

£50,000 per annum plus benefits


Bromley, Kent

Summary of Role:
You will be responsible for managing a team of Customer Relations Officers to investigate and resolve all customer complaints within the Financial Conduct Authority regulatory timescales.

Key Responsibilities & Duties:
* Recruit, manage, train, and develop your team.
* Ensure all customer complaints are investigated, resolved, and respond to appropriately within regulatory timescales and service level agreements.
* Handle complex complaints and liaise with the Financial Ombudsman Service where applicable.
* Use root cause analysis to prevent repeated complaints.
* Develop and review complaint handling procedures.
* Ensure complaint records and systems are maintained and identify areas for improvement.
* Liaise with the Customer Services department and key stakeholders when required.

Knowledge, Skills & Experience:
* 5 years' complaint management experience.
* Experience of working within a Financial Services environment.
* Knowledge of Life Assurance, Pension, and Investment products.
* Previously managed a complaints/customer relations team.
* Strong people management and development skills.
* Good knowledge of Conduct risks and Treating Customers Fairly outcomes.
* Effective communicator at all levels.

Professional qualification in Financial Services or Insurance.

If you have the required skills and experience, please send your CV for immediate consideration.

Who we work with

Other Clients