Skip to main content

Head of Complaints

  • Leeds, United Kingdom
  • Customer Care
  • Full time
  • J00131379

As Head of Complaints you will be responsible for leading and managing the multi-site customer complaints team across Equifax totalling a head count of approx 30.  You will own and develop the complaints handling strategy, including people and process management alongside MI and Governance reporting, while facilitating effective customer focused root cause analysis.

What you’ll do

  • Responsible for leading and managing the multi-site customer complaints team across Equifax.  Owning and developing the complaints handling strategy, including people and process management alongside MI and Governance reporting, while facilitating effective customer focused root cause analysis.  

  • You will develop and implement focused complaints reduction plans, proactively engaging the relevant business stakeholders and managing and maintaining appropriate controls for the accurate recording, handling and reporting of complaints and complaints related MI. 

  • You will be accountable for ensuring appropriate risk mitigation controls are designed and regularly reviewed for your unit, representing your function at internal governance forums and developing strong relationships with the Financial Ombudsman Service (FOS) ensuring fair customer outcomes are regularly achieved

  • You will build solid internal relationships which promote a culture of continuous improvement.  Regularly reviewing and enhancing operational processes and procedures that drive an improved customer experience across all business lines.

  • You will be a strong people leader, and will motivate, manage, coach and train your teams to deliver the highest standards of customer service, alongside developing talent, celebrating success and managing under-performance.

What experience you need

  • Strong regulatory complaints handling experience

  • Demonstrable experience of leading remote teams

  • Demonstrable experience of developing and leading high performing teams

  • Good understanding of Credit Reference Agencies

  • Strong detailed understanding of the FCA rules around complaint handling and systems and controls

  • Good experience of developing and managing relationships with the Financial Ombudsman Service and/or other independent arbitration services

  • Good experience of establishing a root cause analysis framework and driving  complaints reduction initiatives with tangible results

  • Strong experience of leading and delivering a robust complaints governance framework with capability to implement effective risk mitigation strategies

  • Good knowledge of contact centre management with experience of industry benchmarking when setting key performance indicators

  • Good experience of driving high performance standards within a regulated complaints function, focused on quality and customer outcome

What could set you apart

  • Working knowledge of Salesforce

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, Bupa healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums. 

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Who is Equifax?

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

For US Applicants

If you'd like more information on your EEO rights under the law, please view ourEEO Policy StatementEEO is the Law Declarations, and Nondiscrimination Provision
If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. 

Equifax participates in E-Verify and Right to Work (English and Spanish).