Hybrid Lead, Complaints Management & Insights

Mesh-AI Limited; Peterborough; Hybrid; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading technology firm in the UK is seeking a strategic Lead for Complaints Management and Insights. This role involves overseeing the entire complaints lifecycle and transforming customer feedback into actionable insights. The ideal candidate should have over 5 years of experience in regulated complaints functions, strong analytical skills, and the ability to engage with senior stakeholders across various departments. This position offers competitive perks including a flexible approach to work and a hybrid work model.

Benefits

Market competitive salary

Annual bonus opportunity

Career growth opportunities

Flexible work approach

Generous insurance options

Paid holidays and leave policies

Wellness days

Qualifications

• 5+ years of experience in regulated complaints functions in fintech or financial services.
• Successful management of complex and sensitive complaints.
• Experience in producing high-quality complaints MI and trend analysis.

Responsibilities

• Oversee the global complaints framework and lifecycle.
• Act as the SME for complex complaints.
• Produce accurate MI reporting including executive packs.

Skills

Complaints handling

Analytical capabilities

Root Cause Analysis

Stakeholder engagement

Trend analysis

Tools

Excel

Power BI

Snowflake

Job description

A leading technology firm in the UK is seeking a strategic Lead for Complaints Management and Insights. This role involves overseeing the entire complaints lifecycle and transforming customer feedback into actionable insights. The ideal candidate should have over 5 years of experience in regulated complaints functions, strong analytical skills, and the ability to engage with senior stakeholders across various departments. This position offers competitive perks including a flexible approach to work and a hybrid work model.