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Complaints & Quality Manager (O910686)

Douglas, Isle of Man

Accounting & Finance

Excellent Salary and Benefits

Full time / Permanent

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Job description


Our leading Douglas-based Finance Sector Client are seeking an experienced Complaints and Quality Manager to support the transformation and the future growth of the business within the Customer Services function, so it can stand out for the experience and service we deliver by building on our service reputation, and delivering market-leading service excellence for our customers and advisers.

Role Profile

  • To lead a team including team leaders, through a significant period of change, to establish & embed robust Complaints and First Line Quality Assurance frameworks across Customer Services
  • Build and maintain effective working relationships with colleagues at all levels throughout the company and with external partners as appropriate
  • Influence, collaborate and engage with stakeholders to embed new processes and ways of working
  • Collaborate with other functions and programmes to share information and learnings
  • Recruit, develop and coach both direct & indirect reports, ensuring that the team leaders and members' performance and capability aligns with the department objectives. In addition, developing all employees as appropriate to ensure successful succession plans are in place
  • Own and take responsibility for the design and roll out the complaints and quality assurance frameworks across customer services that is in line with best practice, regulatory requirements and industry standards
  • Design templates /processes for the production of insightful management information which identifies trends and root cause across complaints and quality that can be reported across legal entity and location to support management and business decisions regarding service delivery and improvement
  • Represent Performance & Oversight on projects/improvement initiatives including simplified
  • Platform where technical or risk knowledge is required working both internally and externally as required

Person Profile

  • Minimum 5 A* - C / 9 - 4 Grade GCSEs (including English and Maths) or equivalent - essential
  • Degree- Mathematics/Statistics/Business - or a degree that evidences strong numerate capabilities
  • Ideally Risk Professional qualifications in Financial Services or studying towards them i.e. CII or equivalent
  • Experience of leading a successful Team in a Financial Services or Customer Services
  • Demonstrable experience of working in financial services organisations and/or customer service environment which is going through a significant period of change
  • Knowledge and experience of complaint and first line quality assurance procedures and regulatory requirements
  • Professional manner when dealing with complex complaint cases
  • Strong communication skills, telephone and written
  • Competent user of technology with strong PC skills including knowledge of Microsoft Office packages
  • Sound negotiation skills, when dealing with complex/ financial complaint cases
  • Analytical experience and ability to identify trends and root cause and identify solutions
  • Ability to remain calm under pressure and provide measured and well-articulated responses
  • Ability to coach and feedback effectively to teams and individuals, peers and senior managers
  • Ability to take ownership and make decisions

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