Customer Complaints Manager – FinTech / Financial Services

Our fast growing FinTech client is seeking a data driven, Complaints Manager to lead and motivate a dedicated team of Complaints Advisors. This rocket ship of an organisation is seeking a highly motivated, customer focussed leader who is passionate about developing teams, process improvement and innovation in customer complaints.

Duties include:

• Oversight of the end-to-end complaints process, ensuring timely and effective resolution of customer complaints.
• Managing, training and mentoring a team of complaints specialists.
• Review and refine company complaints procedures, implementing change where necessary.
• Drive continuous improvement and a positive growth mindset in the team.
• Utilise data insights to monitor trends and drive continuous improvement.
• Ensure best customer outcomes in line with FCA Regulations / Consumer Duty.
• Work closely with internal teams to ensure swift resolution of escalated queries.
• Drive initiatives to streamline complaints management processes.

Essential experience includes:

• 3+ years experience in a leadership role overseeing customer complaints management teams.
• Experience within FinTech / insurance / banking / financial services / FCA regulated business.
• Excellent communication and interpersonal skills.
• Experience using Zendesk is highly advantageous.
• Strong leadership qualities with the ability to inspire and motivate teams.
• Experience driving continuous improvement in a data driven environment.
• Understanding of FCA regulations / Consumer Duty / FOS resolution.

Hybrid role: Central London office 3 days per week.

Salary: £45,000 – 50,000 + Benefits

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