Team Head of Complaint Handling, Retail Bank

Your newpany

A well established Retail Bank is looking for a professionalplaint Handler to lead one of theirplaint Handling Team within the Retail Banking division. This is a critical leadership andplaint handling role, responsible for managing a small, high-performing team dedicated to resolving customerplaints across multiple channels, ensuring timely, fair, and regulatorypliant oues.

Your new role

• Lead and mentor a team ofplaint handlers, fostering a culture of accountability, empathy, and continuous improvement.
• Manage the end-to-end process of handling retail banking general written and verbalplaints.
• Oversee the end-to-endplaint resolution process, ensuring cases are handled efficiently and in line with internal policies and regulatory requirements.
• Analyseplaint trends and root causes to identify opportunities for service improvement and risk mitigation.
• Act as the escalation point forplex or sensitive cases requiring senior-level intervention.
• Collaborate with internal stakeholders (, Branches, Contact Centre,pliance, Legal) to ensure effective resolution and systemic improvements. Prepare and present regular reports to senior management onplaint metrics, trends, and action plans.
• Liaise with various departments and external parties to gather necessary information and provideprehensive responses. Ensurepliance with regulatory requirements and internal policies.

What you'll need to succeed

What you need to do now

Job ID 1277591