Our client is seeking a Complaints and Quality Assurance Manager to join their team on a full-time, permanent basis. This role focuses on enhancing customer satisfaction, service quality, sales, and compliance in a regulated financial services environment. You will manage the complaints and quality assurance functions, oversee social media platforms, and ensure business performance aligns with agreed KPIs and regulatory compliance.
Job Duties:
- Overseeing quality framework processes and procedures: ensuring quality scores meet business objectives and regulatory standards.
- Leading and supervising a team of Advisors: conducting first-line reviews to uphold quality and compliance.
- Managing and developing a team of complaint handlers: ensuring the effective investigation, response, and resolution of complaints.
- Monitoring social media platforms: managing the organisation’s online presence and addressing customer feedback.
- Driving continuous improvement: enhancing customer satisfaction, service delivery, and operational performance.
Job Requirements:
- 2–3 years of experience in a regulated environment: ideally within financial services.
- Experience in risk management: with proven ability to oversee compliance functions effectively.
- Strong leadership skills: with the ability to manage and develop teams effectively.
- A focus on maintaining high service quality: ensuring compliance with regulatory requirements.
What You’ll Love:
This role provides the opportunity to lead a key function within a dynamic financial services organisation, driving customer satisfaction and operational excellence. You will benefit from a supportive work environment and the chance to make a meaningful impact on the company’s growth and success.
Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here
