Complaints Team Manager

New Yesterday

4 weeks ago Be among the first 25 applicants

What We're All About At Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We're helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

The Kroo is growing and we'd love to hear from you if you're interested in joining us in our journey.

The Role:

We are looking for a highly motivated and experienced Complaints Team Manager to lead and develop our complaints handling function. This is a critical leadership role, responsible for managing a team of complaint handlers, ensuring regulatory compliance, and driving continuous improvement in customer resolution processes.

Key Responsibilities:

Lead, mentor, and develop a team of complaints handlers to meet and exceed performance targets
Ensure all complaints are investigated and resolved in line with FCA regulations, internal policies, and industry best practices
Act as point of escalation for complex or sensitive complaints
Use MI and root cause analysis to identify trends and implement corrective actions
Maintain robust quality assurance and governance controls across complaint handling processes
Collaborate with Compliance, Risk, Legal and other departments to ensure consistent standards and responses
Support the delivery of training, coaching, and professional development across the team
Drive a customer-first culture with a focus on fair outcomes and operational excellence

Requirements

Proven experience managing a complaints team within the banking or wider financial services sector
Strong working knowledge of FCA DISP rules and regulatory requirements around complaints handling
Demonstrable leadership and team development skills
Excellent communication, decision-making and problem-solving abilities
Experience working with complaints MI and root cause analysis
Strong stakeholder engagement skills, both internal and external
Ability to thrive in a fast-paced, regulated environment

Benefits

What we offer:

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday
Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed
Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time
Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner
Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up
Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required
Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London (Farringdon)
Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme
Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same
Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families
Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel
You get full healthcare for you and your nuclear family via Vitality

About Our Process:

We can be flexible with the structure of our interview process if someone's circumstances or timescales require it but our general structure is:

People screen and quiz interview - 45 mins
Technical interview challenge with the hiring manager - 45 mins
Head of division interview - 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Hybrid Working:

At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in London is a splendid space that serves as a valuable and potent resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office once a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6am to 10pm.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

To all Recruitment Agencies:

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.

Seniority level

Seniority level
Associate

Employment type

Employment type
Full-time

Job function

Job function
Customer Service
Industries
IT Services and IT Consulting

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Location:: London, England, United Kingdom
Salary:: £100,000 - £125,000
Job Type:: FullTime
Category:: Management & Operations

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Complaints Team Manager

Seniority level

Seniority level

Employment type

Employment type

Job function

Job function

Industries

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