Head of Customer Complaints – Private Banking recruitment

The key purpose of the Client Relations Complaints team is to resolve complex, servicing, executive and regulatory complaints across the business.  The team aims to resolve complaints quickly and effectively to restore and enhance the relationships with the clients, it also aims to work in partnership with the business to idetify and eradicate systemic causes of complaints.  The regulatory requirements of the FSA must be adhered to to prevent the censure, imposition of fines and to protect the reputation of the business.

The role holder will be responsible for the leadership of a team of c.15 FTE, delivering all aspects of the team's functions through leadership, development and motivation, ensuring that success is achieved in all areas of delivery and service improvement.

Proffessional Requirements;

The successful candidate will have held a senior comlaints role gained in a regulated sales environment (ideally Private Banking/Wealth Management) with specific knowledge of Private Banking Investment Products and of the UK Regulated Financial Services and international complaints environments.  You will need to demonstrate that you have exceptional commercial skills with the ability to design and implements process re-engineering and client service improvements.

Key Skills: