Group Head of Complaints

Michelle Denny Recruitment is delighted to be partnering with a market-leading group of companies in Diss to find a skilled Group Head of Complaints. Salary package is in the region of £45,000 and is offered on a hybrid basis (3 days office | 2 days WFH).  If you excel at turning challenges into solutions and are committed to service excellence, we’d love to hear from you.

The Role:
As the Group Head of Complaints, you’ll be the key point of contact for managing and resolving customer complaints with empathy, efficiency, and integrity. You’ll play a vital role in enhancing customer satisfaction and maintaining our client’s strong reputation for exceptional service.

What You'll Do:

• Oversee and lead the complaints process from initiation through to resolution, ensuring compliance with industry regulations and company policies.

• Conduct thorough investigations to reach fair and well-informed outcomes.

• Collaborate with internal departments to tackle root causes, implementing corrective measures where needed.

• Identify complaint trends and turn insights into proactive service improvements.

• Handle escalated and complex complaints, applying strong problem-solving skills to achieve swift resolutions.

What We’re Looking For:

• Proven experience in managing complaints; a background in financial services is highly desirable.

• Excellent communication skills, with the ability to empathise with customers and manage difficult conversations with professionalism.

• High attention to detail, analytical mindset, and the ability to multi-task in a fast-paced environment.

• Knowledge of FCA regulations is advantageous.

• A customer-focused approach, with a passion for delivering positive outcomes.

Why This Role?

• Competitive salary iro £45,000 per annum, with scope for professional growth.

• Career development opportunities and a chance to make a meaningful impact.

• A collaborative and supportive working culture where your contributions are recognised and rewarded.

Ready to take on a rewarding challenge? Contact Julie Cloke or Michelle Denny for a confidential chat, or simply apply online.