Customer Relations Team Leader
Core
Lead a team handling customer complaints and manage relationships with business partners to ensure fair, regulatory-compliant outcomes.
Role type
Senior IC customer relations team leader
Builds
Customer complaint resolution processes and partner relationship management
Domain
Financial services / Insurance / Legal expenses
Deliverable
client delivery
Required skills
complaints handling, team leadership, stakeholder management, regulatory compliance (FCA), investigation, problem-solving, mentoring
Preferred skills
financial services experience, dispute resolution service engagement
Responsibilities
Support day-to-day leadership and development of the Customer Relations team; coach and mentor colleagues; act as referral point for complex complaints and escalations; ensure complaints are handled in line with internal standards and regulatory requirements; develop and maintain strong working relationships with business partners; identify themes, emerging risks and opportunities for improvement from auditing feedback and complaints; support oversight, governance and reporting activities relating to complaints handling; contribute to engagement with the Financial Ombudsman Service.
Seniority
Senior, hands-on IC with leadership responsibilities