Summary

This senior complaints manager role leads complaints handling within Marcus by Goldman Sachs’ customer support operations in Birmingham. The role coaches complaints specialists, oversees complex cases and quality standards, and manages complaint-related risk and process improvements.

Responsibilities

• Oversee customer complaints and financial ombudsman cases
• Coach complaints specialists and support their development
• Resolve complex enquiries, complaints, and fraud cases
• Track complaint acknowledgements and resolution deadlines
• Produce complaint reports and root cause analyses
• Conduct quality audits and deliver corrective action plans
• Identify complaint risks and maintain suitable controls