Head of Complaints
Head of Complaints
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities
Strategic Leadership
- Develop and implement the complaints strategy aligned with organisational goals and regulatory standards.
- Lead and inspire the complaints team to deliver high-quality customer-focused outcomes.
- Act as the senior point of escalation for complex or high-risk complaints.
Operational Excellence
- Oversee the end-to-end complaints handling process ensuring timely resolution and compliance with internal policies and external regulations.
- Monitor complaint trends and root causes producing regular reports and insights for senior leadership.
- Ensure systems and processes are continuously improved to enhance efficiency and customer experience.
Governance & Compliance
- Ensure compliance with all relevant legislation industry standards and regulatory requirements (e.g. FCA FOS GDPR).
- Maintain robust audit trails and documentation for all complaints.
- Liaise with regulators and ombudsman services as required.
Stakeholder Engagement
- Collaborate with internal teams to address systemic issues and drive service improvements.
- Provide training and guidance to staff on complaint handling best practices.
- Represent the organisation in external forums and working groups related to complaints and customer service.
Key qualifications
- Proven experience in a senior complaints or customer service leadership role.
- Strong knowledge of complaints handling regulations and best practices.
- Excellent communication negotiation and conflict resolution skills.
- Analytical mindset with the ability to interpret data and drive insights.
- Demonstrated ability to lead and develop high-performing teams.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members designed to capture the benefits of enhanced flexibility while enabling in-person learning collaboration and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
Required Experience:
Director
Employment Type
Full-Time
