Description
Working within the central EU Customer Service team the Complaints Manager role will ensure that all customer complaints are resolved in accordance with Regulatory requirements/guidelines by our Outsourced Service Providers. The role holder will be responsible that complaints management information reporting and root cause analysis tools are effective to mitigate future occurrence of systemic and chronic complaints.
The Complaints Manager will understand customer processes and make improvements and have close working relationships with all internal support departments and country units including any outsource provider who has customer contact and/or handles customer complaints.
The role will be the internal Voice of the Customer and take a proactive role in ensuring customers views and opinions are sought; recorded and analysed beyond complaints to enable the customer to be central to our business.
Candidates applying MUST have the following experience:
- Solid understanding of complaints handling requirements under FCA/PRA/FOS/OFCOM rules and guidelines
- Change management experience
- Minimum 2 years' experience in Complaints Management within Financial Services
- Process change management experience
- Degree level education or equivalent work experience
Please note you will receive an automated response advising you that we have received your CV.
Hudson is a leading provider of permanent recruitment, contract professionals and talent management solutions worldwide.