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- Working directly with ClearScore users and responding to complaints submitted through different channels
- Leading a small team of Complaint Specialists processing global customer complaints
- Working proactively with other teams to drive improvements and reduce complaints and escalations by improving the overall user experience
- Using data effectively to identify emerging issues, trends and areas for improvement across the organisation
- Auditing complaints logs and driving improvements to our logging processes
- Ownership of compliance and data protection within Customer Operations
- Collaborating closely with our Compliance and Legal department to stay informed of changes in legislation and regulations
- Experience in managing a team responsible for complaints
- Experience in managing complaints in a highly regulated industry
- Proven ability to use data to drive process and product improvements
- Knowledge of legislation and regulatory requirements
- Excellent command of English language
- Strong writing skills
- Keen attention to detail and analytical skills
- Time management and personal organisation skills with the ability to multitask
- Willingness to learn and experiment
- Experience using CRM tools like Zendesk is a plus
Complaints Team Manager - London, United Kingdom - ClearScore
Description
Skills we'd love you to have