Job ID:
33961
Published date:
2025-10-01
Summary
The Head of Complaints and Customer Insight is responsible for overseeing the evolution of customer experience within the business. This role encompasses the production of insightful metrics, effective management of customer complaints, and the assurance of service quality standards in alignment with regulatory requirements. The ideal candidate will act as a key authority in decision-making related to customer service and adherence to product terms and conditions.
Key Responsibilities:
Complaint management:
- Ensure the accurate and timely recording of customer complaints as they come into the organisation in line with policy, procedures and FCA regulations.
- Own the end-to-end process for regulated complaints, including the complaints investigation handling and FOS interaction
- Plan and manage workload of teams to ensure timescales and expectations are managed and prevent regulatory breaches
- Provide informal advice and assistance on complaints to customers, where possible resolving without the need for formal complaints and to ensure and instil customer confidence
- Own the root cause analysis process and create transparency across the business
- Drive change; ensuring complaints data is easy to access, understand and used to educate teams how to analyse complaints data and provide guidance on how we can drive improvement
- Continually measure, monitor, and improve overall performance of the Complaint function, giving regular feedback to management team, and providing visibility on company level standards and metrics
Customer Insight Management:
- Gather, analyse, and interpret data related to Net Promoter Score (NPS) and other customer satisfaction metrics.
- Monitor trends and changes in customer feedback over time to identify patterns and areas for improvement.
- Establish benchmarks for customer experience by comparing the firms UK's performance against industry standards and competitors.
Qualifications & Experience:
- Proven regulated complaints management experience
- Demonstrable commercial acumen and experience, mainly within a B2B environment
- Exemplary stakeholder management skills, dealing with and influencing senior executive level managers at a global level in a matrix organisation
- Evidence of strategic planning, analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others
- Excellent understanding of Financial services and the full regulatory environment
- Ability to quickly assimilate information from disparate topics/functions and connect together to bring business conclusions or highlight risks
- Proven ability to collaborate across multi-disciplinary teams
- Ability to master multiple complex topics, make quick decisions and remain a clear thinker and communicator under pressure
- Successful experience in developing and retaining critical talent and building an effective team
- Ideally experience of managing and working in Risk/compliance or operational resilience
- Experience of building a team, leading and improving an organisation’s capability