Complaints Team Manager - Remote

Overview

The Complaints Team Manager will lead a team of Complaints Advisers in a dynamic banking environment, focusing on customer satisfaction and team development.

In Short

• Manage a team of 12-15 Complaints Advisers.
• Drive customer satisfaction and quick resolution of complaints.
• Support team members' personal and professional development.
• Instill a customer-centric culture within the team.
• Conduct weekly meetings and performance reviews.
• Build scalable processes for effective complaint resolution.
• Empower team members to identify improvement opportunities.
• Ensure compliance with FCA regulations.
• Manage employee relations and conduct interviews.
• Collaborate with other managers to share best practices.

Requirements

• Experience in Leadership and team engagement.
• Background in Complaints handling in a regulated environment.
• Experience managing employee relations cases.
• Ability to drive teams from underperformance to high performance.
• Strong time management and prioritization skills.
• Excellent communication abilities.
• Proficiency in MacOS, Slack, and GSuite tools.

Benefits

• Salary of £32,200 - £37,900 plus benefits.
• Remote work within the UK.
• Learning budget of £1,000 per year for training and development.
• Work Monday to Friday with occasional weekend shifts.
• Inclusive and diverse workplace culture.