Complaints Manager

Job Description:

We are working on an exciting opportunity for a Complaints Manager to join the team at a leading financial services firm on a permanent basis in Newcastle.

The ideal candidate will have experience handling financial services complaints, analysing complaint data and managing a team.

You will oversee and liaise with two Team Leaders and employees reporting into them in order to ensure the efficient handling of complaints.

The role includes checking and approving complaint response letters, ensuring complaints are recorded accurately, and undertaking root cause analysis.

This is a great opportunity to join a well-established firm and take on a broad role.

• Experience of handling financial services complaints.


• Experience analysing complaint data to identify systemic issues and implementing process improvements.


• Ability to train and mentor staff on effective complaints handling and customer service techniques.


• Experience leading or managing a team, particularly in a customer service or complaint handling environment.

• Manage and oversee the entire complaints process from receipt to resolution.


• Ensure all complaints are logged accurately and responded to within the company's established timelines.


• Investigate complaints thoroughly, gathering all necessary information to provide a comprehensive resolution.


• Communicate effectively with customers to understand the nature of their complaints.


• Provide clear, concise, and empathetic responses to customers.


• Maintain regular communication with customers throughout the complaint resolution process.


• Collaborate with relevant departments to resolve complaints in a timely and efficient manner.


• Escalate complex or unresolved issues to senior management as necessary.


• Implement and monitor corrective actions to prevent recurrence of similar complaints.


• Prepare detailed reports on complaints trends and resolutions for senior management.


• Analyse complaint data to identify patterns and areas for improvement.


• Provide recommendations for improving customer service processes based on complaint analysis.


• Train and support staff in effective complaints handling and customer service techniques.

• A highly competitive salary


• Wider Benefits package

Core-Asset Consulting is an equal opportunities recruiter and we welcome applications from everyone irrespective of age, disability, gender, gender identity or expression, race, colour, ethnic or national origin, sexual orientation, religion or belief, marital/civil partner status or pregnancy.

Job reference: 15829

To apply for this vacancy applicants must be eligible to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.

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Core-Asset Consulting offers specialist recruitment services to asset management, accounting & finance, asset servicing, legal and the wider financial services sector in Scotland.

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