Complaints Manager recruitment
A leading wealth manager is seeking an experienced complaints handler to join their high performance team. This is an opportunity to join a company which hires strong performers and team players and fosters career development .
In this role you will own end to end, any customer complaints/concerns that are escalated through the business or from a dedicated complaint channel such as written or phone complaints. In particular, you will focus on the resolution of regulatory complaints lodged with Financial Ombudsman Service (FOS) and Superannuation Complaints Tribunal (SCT).
You will not only case manage the resolution, but also the customer contact. You will be required to influence and negotiate with teams within the Customer channel to achieve customer focused solutions. You will also be expected to work in close partnership with your Account Executive colleagues, Distribution and Product to deliver exceptional customer service.
You will also look for continuous improvement opportunities and not only highlight, but lobby for these issues to drive customer focused change within the organisation.
You will also be responsible for coaching and mentoring more junior members in the team.
This is an excellent opportunity to take on a senior role within a high profile team.
To be successful in this role you must possess the following:
* RG146 compliant
* FOS/SCT and Conciliation experience
* Understanding of RG165 (desirable)
* Understanding of ISO requirements
* Relevant Industry qualifications / experience
* 7+ years experience in customer-facing roles
* Strong business acumen and senior stakeholder engagement to drive resolution
* Extensive experience in managing complex customer/adviser issues or escalations
* In-depth knowledge of Finance and Superannuation industry and legislation
* Minimum 2 years Financial Planning industry experience (desirable)
For a confidential discussion please Desiree Hemberger on +2 8986 3120 or please apply online via the below link.
