Complaints Manager

Our client who offers finance to customers who are not accepted by the mainstream lenders and has built up a reputation for providing a strong product range are recruiting a Complaints Team Leader to based from their office in Chester where there is a hybrid working in place. The role will pay a competitive salary and comes with a range of benefits.

Reporting to the Customer Resolution & Onboarding Manager, the Complaints Team Leader role is responsible for managing and motivating a team of Customer Complaints Associates that handle all complaints for the group. The Complaints Team Leader will ensure that all customer complaint cases are managed in a timely, efficient and courteous manner and that good customer outcomes are achieved through the detailed understanding of customer concerns and the formulation of fair and efficient resolutions.

What is expected of the Complaints Team Leader?

• Manage the day-to-day organisation and workload of the Customer Complaints Associate team ensuring that complaint cases are responded to within the internal service level and within regulatory timescales.
• Provide support and guidance to the whole team, fostering a culture of high performance, accountability, and continuous development.
• Assisting the team with complex cases to build knowledge.
• Review and manage team performance, implementing necessary measures to develop the skills and capabilities of team members.
• Advise, guide and coach the members of the Customer Resolution Associate team to achieve their personal, performance and professional goals.
• Strive for continuous improvements with the ability to propose new processes or system improvements to create efficiencies withing the department.
• Assisting the team members with complex cases to build knowledge and enhance the skills and capabilities of the team.
• Reviewing the quality of the team's customer correspondence and case investigations to identify any areas for improvement and/or training.

What we look for in a Complaints Team Leader?

• Experience in a team leader role, either complaint handling in financial services or a consumer-focused business.
• Motivate and coach team members to maximise both individual and team performance, excellent team building and people skills are a must.
• Possess good time management skills and experience of managing a high workload
• Self-motivated, persistent, diligent and enthusiastic.
• Strong influencing and negotiating skills.
• Precise and clear in written and verbal communication.
• Confident in liaising with all levels of staff to enable cultivation of strong working relationships will all levels of staff including the Leadership team.
• IT literate with proficiency with Microsoft Office Suite.

What the Complaints Team Leader will receive?

• Competitive base salary
• Pension scheme
• Employee referral programme
• Perks at Work
• Above and Beyond awards
• Income protection scheme
• Employee of the Year
• Long Service awards
• Life assurance

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.