Complaints Manager

Über diese Stelle

Lead the day-to-day operations of the complaints team, managing capacity to ensure high productivity and adherence to internal and regulatory deadlines. Manage, coach, and develop a team of five complaints officers, setting clear expectations and completing regular, thorough quality reviews on their output. Act as the escalation point for complex, sensitive, or high-impact complaints. Make fair, evidence-based decisions consistent with FCA DISP, GDPR, and FOS expectations. Manage risk registers and risk tickets to proactively mitigate potential issues. Develop and implement strategies, policies, and procedures specific to complaints operations. Partner with teams across the business to fix recurring customer issues at the source.…

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