Kind Consultancy is working with a Consumer Credit firm which is currently seeking a Complaints Team Leader to join their Manchester office in a full-time, permanent position paying up to £40,000 (dependent on experience) with a hybrid work model requiring 2 in-office days each week.

The Complaints Team Leader will manage a team of Complaint Handlers, leading them in the delivery of outstanding customer service, with key responsibilities including:

• Co-ordinating and managing the Complaints Team's work on a daily basis
• Enhancing the team's performance,
• Reviewing and managing team performance daily, implementing necessary measures to grow the team’s performance
• Motivating the team to ensure targets are met and exceeded.
• Maintaining a high level of customer satisfaction.
• Supplying the senior management team with progress data, management information and KPI performance stats.
• Collaborating with the Training and Quality Assurance Teams
• Conducting performance meetings, disciplinaries, review and reward meetings
• Designating effective service levels within the department to ensure efficiencies are achieved
• Revising and creating process documents.

Our ideal candidate for the Complaints Team Leader opportunity:

• Has recent experience of leading a Complaints team within a regulated Financial Services business
• Has very strong knowledge of FCA rules and complaint handling guidelines
• Has a track record of succesful people-management, including strong coaching skills
• Is highly organised and confident in prioritising multiple priorities
• Is analytically minded with the ability to identify trends from management information and use these to drive performance
• Is IT-literate and a confident user of Microsoft Office software
• Is an excellent communicator with strong presentation and motivation skills.

If you're interested in the Complaints Team Leader job, please apply with an updated CV today.