Customer Resilience and Journey Success Team Leader (Finance)

TL;DR

Customer Resilience and Journey Success Team Leader (Customer Support): Leading a team of specialist complaint handlers to ensure fair and empathetic resolutions with an accent on regulatory compliance (FCA/FOS) and operational resilience. Focus on using root-cause analysis to improve customer journeys and championing the protection of vulnerable customers.

Location: Stirling (Flexible working arrangements considered)

Company

hirify.global is a savings and investments firm with a 175-year heritage combining asset management and insurance expertise to offer long-term investment solutions.

What you will do

• Lead, coach, and develop a team of complaint specialists to deliver high-quality customer outcomes.
• Manage CEO escalations and complex customer situations, acting as a technical and judgment-based expert.
• Analyze customer insights and root-cause data to influence improvements in customer journeys and operational processes.
• Ensure all activities adhere to FCA and FOS regulatory requirements and timescales to safeguard customer outcomes.
• Collaborate with Transformation, Digital, and Change teams to embed preventative measures and fixes.
• Act as a Vulnerable Customer Ambassador to ensure best practices are applied across the operation.

Requirements

• Strong experience in a regulated financial services complaints environment, preferably in life and pensions.
• Deep understanding of Consumer Duty principles and complaint handling regulations.
• Proven leadership experience in operational or customer-facing teams with a focus on coaching.
• Ability to interpret operational insights to drive root-cause improvements.
• Excellent communication and influencing skills for stakeholder and partner engagement.
• Must be based in or able to work from Stirling

Culture & Benefits

• Competitive pension scheme of 18% (13% employer contribution).
• 38 days of annual leave including bank holidays, with options to purchase additional days.
• Comprehensive "Inspiring Families" policy covering paid parental leave.
• Health and protection cover including Private Healthcare, Critical Illness cover, and Life Assurance.
• Access to Share Save and Share Incentive Plan.