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Complaints Manager, Leeds, West Yorkshire
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Client:
Jo Holdsworth Recruitment Ltd.
Location:
Leeds, West Yorkshire, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
5
Posted:
24.04.2025
Expiry Date:
08.06.2025
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Job Description:
We are delighted to support a leading law firm in Leeds that is seeking to appoint a permanent Complaints Manager. This fast-paced and varied role involves managing a team of 5, resolving complex complaints efficiently, and driving continuous improvement. The ideal candidate will excel in problem-solving, have experience in complaints management, and possess leadership skills.
Key Responsibilities:
* Lead the resolution of escalated customer complaints and queries within the remortgage process.
* Identify recurring challenges and implement improvements to enhance customer satisfaction.
* Ensure compliance with regulatory and legal requirements in complaint handling.
* Monitor customer feedback trends to drive service enhancements.
* Coach and support team members on best practices for resolving customer concerns.
* Maintain accurate records of complaints and resolutions, and produce reports for senior management.
* Lead and facilitate regular team meetings.
Skills Required:
* Proven experience in customer resolution, complaints management, or customer service leadership within financial or legal services.
* Knowledge of remortgage or conveyancing processes is highly desirable.
* Excellent communication and problem-solving skills.
* Ability to remain calm under pressure and handle complex cases professionally and promptly.
* A proactive approach to process improvement and customer satisfaction.
Company Offers:
* Opportunities for career growth.
* A supportive and collaborative work environment.
* Comprehensive benefits, including pension and wellbeing programs.
If you are passionate about delivering outstanding customer service and driving positive change, we look forward to hearing from you.
Due to high response volume, we are unable to provide individual feedback. If you do not hear back within 5 days, please assume your application was unsuccessful. By applying, you consent to Jo Holdsworth Recruitment holding your details for 30 days and contacting you via the methods provided in your application. (Jo Holdsworth Recruitment - Recruitment Agency)
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