Marcus , Complaints Manager, Associate United Kingdom · Associate

Marcus by Goldman Sachs, Complaints Manager, Associate, Birmingham  Birmingham, West Midlands, England, United Kingdom

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.

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.

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.

• 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…