About This Role

Summary of the role

What you will be doing

• Leading and managing a team of complaints handlers.
• Overseeing the handling and resolution of customer complaints efficiently and effectively.
• Providing guidance, support, and training to team members to ensure they understand company policies and procedures for handling complaints.
• Monitoring the performance of the complaints team and implementing measures to improve productivity and quality of service.
• Acting as a point of escalation for complex or sensitive complaints.
• Maintaining accurate records of complaints and their resolutions for reporting and regulatory purposes.
• Ensuring compliance with relevant regulations and industry standards in complaint handling processes.

What we are looking for

• Have a minimum of 1 years' experience within a managerial position.
• Have problem solving and decision-making skills.
• Have time management and organisational skills.
• Have prior experience in managing team within Financial Service, Life & Pension, or another relevant office/ corporate based environment.
• Possess exceptional written and verbal communication abilities.
• Ideally qualified to GCSE standard or equivalent and should include Maths and English.
• Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies.

The hiring manager to contact is Chantelle Green Email: Chantelle.Green@nestpensions.org.uk

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