Manage a portfolio of customer complaints from initial receipt through to resolution while ensuring compliance with regulatory requirements. Investigate customer concerns, assess impact, and provide empathetic, accurate responses to ensure fair outcomes.
You will lead a customer support team specializing in pensions, acting as the primary subject matter expert and liaison with the product team. Your role involves managing team performance, ensuring regulatory compliance, and driving continuous improvement in customer service operations.
Handle customer queries via live chat, email, and social media while troubleshooting technical issues to optimize user experience. Report bugs and UX issues to the team and actively participate in the growth and development of the app.
