Complaints Lead

At TransferWise, we're on a mission to make money transfers more efficient, transparent, and fair for everyone. As our Complaints Lead, you'll play a crucial role in ensuring that our customers' voices are heard and their concerns are addressed in a timely and effective manner. We're looking for a passionate and empathetic individual who can lead our team in handling customer complaints with care and professionalism. If you have a knack for problem-solving, excellent communication skills, and a strong sense of accountability, we want you to join our team and help us revolutionize the way people move money around the world.

1. Lead and manage the complaints team to ensure efficient and effective handling of customer complaints.
2. Develop and implement strategies to address customer complaints and improve overall customer satisfaction.
3. Act as the main point of contact for escalated complaints and work closely with other departments to resolve issues.
4. Monitor and analyze customer complaints data to identify trends and areas for improvement.
5. Train and onboard new team members on complaint handling processes and procedures.
6. Communicate with customers in a professional and empathetic manner to understand their concerns and provide appropriate solutions.
7. Collaborate with other teams to identify and address root causes of complaints.
8. Maintain a high level of accountability and ensure that all complaints are resolved in a timely manner.
9. Continuously review and improve complaint handling processes to ensure efficiency and fairness.
10. Act as a liaison between customers and the company, representing the customer's perspective in internal discussions and decision-making.
11. Stay updated on industry regulations and best practices for complaint handling to ensure compliance and continuous improvement.
12. Foster a positive and collaborative work environment within the complaints team.
13. Handle sensitive and confidential information with discretion and maintain customer privacy at all times.

According to JobzMall, the average salary range for a Complaints Lead in London, UK is between £35,000 and £50,000 per year. This can vary depending on the company, industry, and level of experience of the individual. Some companies may offer higher salaries or additional benefits, such as bonuses or commission. Factors such as location, education level, and specific job responsibilities may also impact the salary range for this position.

TransferWise moves money through its platform to other users all over the world at mid-market rates and with no unnecessary fees. In addition to individual users, TransferWise can be used by companies to invoice vendors regardless of currency. Also has an office in NewYork. Now Wise.