Complaints manager Work, Jobs in Kidderminster, Wor (with Salaries)

Marcus by Goldman Sachs, Complaints Manager, Associate, Birmingham
Goldman Sachs —Birmingham
- Full-time
- Customer service
- Leadership
- Communication skills
- Employee assistance programme
Team Leader
Restore PLC —Kidderminster
- £28,163.20 a year
- Monday to Friday
- Leadership
- Communication skills
- Annual leave
- Employee assistance programme
1d
Duty Manager - Guest Experience
Albert's Schloss Birmingham —Birmingham
- £35,000 - £39,000 a year
- Full-time
- Hospitality
- Guest services
- Leadership
Quick apply
14d
Branch Manager
Xylem —Malvern
- £90,000 - £120,000 a year
- Full-time
- Analysis skills
- Bachelor's degree
- Organisational skills
- Annual leave
Store Manager
Aldi —Smethwick
- £52,910 - £69,000 a year
- Annual leave
Operations Officer, UKPPS
National Crime Agency —Birmingham
- £4,218 a month
- Full-time
- Hybrid work
- Presentation skills
- Travel
- Organisational skills
- Annual leave
3d
Care Supervisors – Aspiring Registered Managers
Clarus Healthcare Ltd —Worcester
- £30,000 - £35,000 a year
- Full-time
- Hybrid work
- Supervising experience
- Organisational skills
- Care plans
- Sick pay
Quick apply
4d
Retirement Villages Service Manager
Platform Housing —Worcester
- Up to £42,881 a year
- Remote
- Management
- Travel
- Organisational skills
- Annual leave
- Employee assistance programme
Retail delivery driver
Streetly Furnishings Ltd —Kidderminster
- £30,000 a year
- Full-time
- Heavy lifting
- Customer service
- Assembly
- Free parking
- Store discount
Quick apply
1d
Care Home Operations Manager - Central
Barchester Healthcare —Malvern
- Weekend availability
- Management
- Microsoft Office
- Travel
- Annual leave
- Employee discount
Quick apply
11d
Directorate Manager: Adult Community Services
The Royal Wolverhampton NHS Trust —Wolverhampton
- £57,528 - £64,750 a year
- Full-time
- Nursing
6d
Business Support Supervisor (R&M)
Redditch Borough Council —Redditch
- £36,363 - £40,777 a year
- Customer service
- Microsoft Office
- Administrative experience
- Employee assistance programme
- Employee discount
Operation Manager
Admin - HBH Birmingham —Birmingham
- Full-time
- Hotel
- Organisational skills
- Leadership
Quick apply
9d
Convenience Store Manager
SPAR —Bromsgrove
- £30,200 - £31,200 a year
- Full-time
- Management
- Sales
- Merchandising
Quick apply
3d
Fraud Officer - Handsworth - Birmingham
Department for Work and Pensions —West Bromwich Central
- £32,137 a year
- Overtime
- Hybrid work
- Presentation skills
- Travel
- Leadership
- Annual leave
- Employee assistance programme
9d
Guest Relation Manager
Leonardo Royal Hotel Birmingham —Birmingham
- Hotel
- Referral programme
Quick apply
Property Operations Assistant / Manager
Tudors Group —Birmingham
- Up to £40,000 a year
- Weekend availability
- Google Suite
- Administrative experience
- Project management
- Free parking
Quick apply
3d
Independent Living Advisor
People Places Lives Ltd. —Dudley
- £13.45 an hour
- Part-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Quick apply
1h
Library and Centre Onsite Supervisor
Staffordshire County Council —Wombourne
- £27,254 - £30,024 a year
- Weekend availability
- Supervising experience
- Team management
- Organisational skills
3d
Contract Manager
Mears Group —Evesham
- Management
- Contracts

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Marcus by Goldman Sachs, Complaints Manager, Associate, Birmingham

Goldman Sachs -
Birmingham

Apply Now

Job details

Full-time

Benefits

Employee assistance programme

Qualifications

Customer service
Root cause analysis
Leadership
Communication skills
Banking

Full job description

OUR IMPACT
Across Asset Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

Marcus by Goldman Sachs
As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

YOUR IMPACT

We’re looking for an experienced Complaints Leader that has a passion for customer service to join our growing customer support team. If you have worked in a contact centre environment and have strong understanding of operational processes with good presentation and communication skills, we want to hear from you.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer agent roles for play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

What you’ll do:

Oversee the management and reporting of customer complaints, including Executive Complaints and Financial Ombudsman cases.
Provide leadership, clear communication, coaching and professional development to complaints specialists, ensuring performance targets and agent satisfaction are achieved.
Act as a senior point of escalation, directly handling complex customer enquiries and complaints, including fraud cases, and ensuring prompt, high-quality resolution within established timescales.
Ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
Manage the E2E resolution of customer complaints, within given timescales.
Collaborate closely with legal, compliance, and cross functional teams to maintain process efficiency and effective complaint handling.
Provide regular and ad-hoc complaint reports, including root cause analysis, for senior management and regulatory purposes.
Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives.
Recommends changes to reduce complaints and enhance customer experience, using root cause analysis.
Drive enhancements in business processes, optimise resource allocation, and ensure audit-compliant administrative procedures.
Identifies technological enhancements and assists in the development of tech requirements impacting Operations processes within the business.
Allocate workloads across multiple channels to ensure efficient resource utilisation.
Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls.
Conduct internal quality audits of the customer support team and support the delivery of corrective action plans, training, and communication to improve quality outcomes.
Owns and controls risk for Complaint processes and assists management team in driving positive operational improvements.
Works closely with Business Risk Managers to identify key controls and escalation procedures. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place.

REQUIREMENTS

An understanding of complaint regulations such as DISP, and complaints management along with the wider regulatory environment
Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
Proven ability to lead by example, with a positive attitude
Excellent communication and interpersonal skills
Good analytical and problem-solving skills
Proven delivery of excellent customer experience and advocacy
Strong customer focus and a good telephone manner
Ability to lead teams and drive performance standards
Good leadership skills and the ability to motivate and develop staff
A desire to help others work towards targets and develop their skills
Ability to set, meet and exceed targets
Ability to manage change

Basic Qualifications

Minimum of 5 years of customer service experience (with at least 2 years in a complaints capacity)
In depth product knowledge across Banking and Savings within retail banking

Preferred Qualifications

Complaints leadership in a retail banking environment

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. about our culture, benefits, and people at GS.com/careers.

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. : https://www.goldmansachs.com/careers/footer/disability-statement.html

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.

We Offer Best-In-Class Benefits

Healthcare & Medical Insurance

We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.

Holiday & Vacation Policies

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health Services

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).

Child Care & Family Care

We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class-leading benefits our firm has to offer.

Opportunity Overview

CORPORATE TITLEAssociate

OFFICE LOCATION(S)Birmingham

JOB FUNCTIONDigital Operations - Management

DIVISIONAsset & Wealth Management

Apply Now

Refine Your Search

complaints manager jobs in kidderminster, wor

Marcus by Goldman Sachs, Complaints Manager, Associate, Birmingham

Team Leader

Duty Manager - Guest Experience

Branch Manager

Store Manager

Operations Officer, UKPPS

Care Supervisors – Aspiring Registered Managers

Retirement Villages Service Manager

Retail delivery driver

Care Home Operations Manager - Central

Directorate Manager: Adult Community Services

Business Support Supervisor (R&M)

Operation Manager

Convenience Store Manager

Fraud Officer - Handsworth - Birmingham

Guest Relation Manager

Property Operations Assistant / Manager

Independent Living Advisor

Library and Centre Onsite Supervisor

Contract Manager

I want to receive the latest job alerts for complaints manager in kidderminster, wor

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