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We are seeking a proactive and experiencedComplaints Team Leaderto join our team and lead a group of dedicated complaints handlers. This is a key leadership role where you will be responsible for ensuring the delivery of exceptional customer service and technical support in response to complaints, while fostering a culture of continuous improvement and professional development.
Key Responsibilities:
* Lead and manage a team of Senior Complaints Handlers and Complaints Handlers.
* Oversee the resolution of complaints to ensure customer satisfaction and regulatory compliance.
* Monitor team performance against KPIs and service levels, using data to drive improvements.
* Conduct regular quality checks, coaching sessions, and performance reviews.
* Support recruitment, training, and development of team members.
* Champion process improvements through root cause analysis and feedback.
* Act as a point of escalation and deputise for the Complaints Manager when required.
* Ensure adherence to FCA regulations, TCF principles, and internal policies.
What We’re Looking For:
* Proven experience in a complaints handling function, ideally within financial services or pensions.
* Strong people management and leadership skills.
* Excellent communication, empathy, and problem-solving abilities.
* Knowledge of pension legislation (especially auto-enrolment) and complaint handling regulations (e.g. DISP) is desirable.
* Proficiency in Microsoft Office and CRM systems.
* Qualifications such as CF1 or FA2 (or working towards)
Why Join Us?
You’ll be part of a values-driven organisation that puts people first. We offer a supportive environment, opportunities for growth, and the chance to make a real impact on customer experience and service quality.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
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