Custodian Work, Jobs in Lichfield (with Salaries)

Complaints Experience & Journey Lead
National Westminster Bank PLC —Birmingham
- £61,000 - £91,500 a year
- Full-time
- Hybrid work
- Data analysis skills
- Financial services
- Annual leave
5d
Operations and Performance Manager
Vital Energi —Burton-On-Trent
- Full-time
- Engineering
- Project management
- Contracts
Quick apply
9d
Security Operations Manager - Canine Services
Mitie —Birmingham
- Full-time
- Management
- Customer service
- Analysis skills
3d
Alphega Pharmacy Business Mentor
Alliance Healthcare —Birmingham
- Full-time
- Marketing
- Business development
- Driving
Client Portfolio Analyst
LGPS Central —Monmore Green
- Full-time
- Hybrid work
- Analysis skills
- Bachelor's degree
- No degree
- Annual leave
- Employee assistance programme
Quick apply
Settlements Manager
FIS Global —Birmingham
- Full-time
- Management
- Bachelor's degree
- Financial services
Environmental Specialist
National Highways —Birmingham
- £39,340 - £44,970 a year
- Full-time
- AutoCAD
- Travel
3d
Maintenance Technician
pladis —Ashby-De-La-Zouch
- Full-time
11d
Senior Systems Engineer
AECOM —Birmingham
- Full-time
- Hybrid work
- Engineering
- English
- Leadership
5d
Senior Manager, Product & Operational Taxes, Asset Management
KPMG —Birmingham
- Full-time
- Financial services
- Tax experience
Private Banking Operations - Associate / AVP
Delta Capita —Birmingham
- Full-time
- Hybrid work
- English
- Financial services
- Communication skills
Quick apply

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Complaints Experience & Journey Lead

National Westminster Bank PLC -
Birmingham

Apply Now

Job details

Permanent | Full-time
£61,000 - £91,500 a year
5 days ago

Benefits

Annual leave

Qualifications

Data analysis skills
Financial services
Root cause analysis

Full job description

Location Birmingham, United Kingdom

Salary £61,000 – £91,500

Job typePermanent | Contract typeFull Time

Remote / On-site Hybrid

You’ll spend some of your time at home, working with your team digitally. You’ll also regularly work at your office or hub to collaborate with your colleagues.

Managerial / Technical Lead

This is a general indication and doesn’t always reflect day-to-day responsibilities. Check the job description for full details.

#R-00280571

Job description

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Complaints Experience & Journey Lead

This is a rewarding opportunity to lead high-performing teams and create a culture focused on continuously improving customer and colleague experiences
You’ll own the end-to-end complaints journey, setting the strategy and acting as the custodian of customer and colleague outcomes
You'll be the voice of the complaints experience, with the scope to influence change at scale across the complaints ecosystem

What you’ll do

As our Complaints Experience & Journey Lead, you’ll own and shape the end-to-end complaints experience, driving insight-led transformation, journey redesign and continuous improvement. You'll use customer, colleague and complaints insight to identify pain points, remove friction and improve outcomes across the complaints journey.

You’ll deliver strong performance while balancing customer, colleague, commercial and regulatory priorities. Acting as a champion for the complaints experience, you'll help ensure decisions and improvement activity are focused on delivering fair, consistent and effective outcomes.

You’ll also be:

Driving root cause analysis and complaints insight, using data to identify themes, uncover drivers and prioritise improvement activity
Turning insight into action by working with senior leaders and journey owners to deliver sustainable improvements
Setting and prioritising the complaints improvement agenda, aligning investment and resources to the greatest customer, colleague and business opportunities
Leading training, competence and capability development, making sure the right skills, tools and frameworks support a high-quality complaints experience
Coaching and empowering Complaints Journey Managers to monitor performance, identify opportunities and deliver measurable improvements across the journey
Championing customer and colleague needs by reducing effort, removing friction and improving complaints outcomes end to end

The skills you'll need

To succeed in this role, you’ll bring a strong understanding of the Financial Services sector, alongside deep expertise in complaints, customer journeys and the regulatory environment. You’ll be passionate about understanding customer and colleague experiences, using insight to shape strategy, driving meaningful change and improve outcomes at scale.

We’ll expect you to have strong expertise in complaints insight, data analysis and root cause methodologies, turning insight into measurable improvements through targeted journey and process enhancements.

You’ll also need:

Experience working across business, product and functional teams to deliver sustainable change
Experience leading end-to-end complaints, customer experience or journey transformation at scale
A proven track record of identifying customer and colleague pain points and delivering sustainable solutions
Experience embedding training, competence and capability frameworks within a regulated environment
Proven ability to drive customer-centric change across processes, systems and colleague experience
The ability to simplify complex challenges and competing priorities, turning them into clear and actionable strategies

Your benefits breakdown

Here’s a quick look at what your pay package and annual leave could look like if you get accepted for the role. We have a wide range of benefits to support you in your working life and beyond.

Please note, the presented benefits packages are based on the minimum base salary.

Tap each segment for details.

Your pay package

Your leave allowance

30 days Annual leave You’ll also have the opportunity to purchase up to 5 additional days off.

3 days Volunteering Take time off to support the causes you’re passionate about.

3 days Training Take time to build the skills you need to grow your career.

Total rewards package

Apply Now

Refine Your Search

custodian jobs in lichfield

Complaints Experience & Journey Lead

Operations and Performance Manager

Security Operations Manager - Canine Services

Alphega Pharmacy Business Mentor

Client Portfolio Analyst

Settlements Manager

Environmental Specialist

Maintenance Technician

Senior Systems Engineer

Senior Manager, Product & Operational Taxes, Asset Management

Private Banking Operations - Associate / AVP