Lead Complaints

• A flexibly divisible 36-hour work week
• Holiday allowance and a 13th month, at a time that suits you best.
• Based on full-time employment: 208.8 leave hours per year
• A good collective pension scheme
• € 750 per year to continue your development (to be saved up to € 3,000)
• Every 5 years € 900 to fully organize your home working space again
• An NS-Business Card and a mileage allowance if you come by bicycle

As Lead Complaints, you are integrally responsible for the complaints domain of ASN Bank. You ensure that complaints are handled carefully, independently, and promptly, and that your team demonstrably performs on quality, customer interest, and efficiency. At least as importantly: you make visible where customers encounter obstacles, advise the organization on the necessary changes, and ensure a clear handover to the Lead Improvements, who is responsible for the further elaboration and realization of improvements.

You operate at the intersection of customer interest, duty of care, laws and regulations, reputation, and business operations. The choices that you and your team make directly affect customer trust. You are therefore not only responsible for a controlled complaints operation, but also a strong interlocutor for management, Legal, Compliance, Risk, and the business units where complaints arise. You lead the team that handles complaints and take charge of the entire complaints process: from registration and handling to decision-making, reporting, and escalation. You set clear frameworks, monitor their application, and manage based on quality, turnaround time, workload, capacity, and a consistent weighing of interests. For complex, sensitive, or potentially precedent-setting files, you ensure expert assessments, dissent, and traceable decision-making. You structurally map out what customers complain about, which patterns and risks lie behind them, and where the organization needs to intervene. The periodic Voice of the Customer reporting is an important instrument in this regard. You translate data and files into sharp insights and concrete advice for management and process owners. As soon as a signal is sufficiently substantiated and an improvement is needed, you hand this over clearly and completely to the Lead Improvements. You remain involved for context and customer effect, but the Lead Improvements is responsible for further elaboration, prioritization, and realization.

Your responsibilities

• You bear ultimate responsibility for a careful, independent, and timely handling of complaints and demonstrably manage based on quality, turnaround time, productivity, and customer-oriented recovery.
• You safeguard customer interest, duty of care, laws and regulations, internal frameworks, and relevant Kifid guidelines, and intervene when quality, progress, or risks demand it.
• You ensure complete and reliable complaint registration, clear management information, and periodic reports on numbers, causes, trends, risks, and customer impact.
• You translate complaints and data into administratively relevant insights and advise management and process owners on the necessary measures.
• You organize a clear handover of substantiated improvement signals to the Lead Improvements and monitor that the context, urgency, and desired customer outcome are well-documented.
• You take charge of complex, sensitive, and escalated files and ensure supported, explainable, and traceable decision-making.
• You provide direction to the professional development of the team and strengthen employees in analysis, judgment formation, written communication, and conducting complex conversations.
• You maintain an effective network with, among others, Legal, Compliance, Risk, and the responsible business units, and hold the organization accountable for recurring causes and risks.
• You lead your team through changes such as one brand, digitalization, and increased ownership, and translate ASN Bank's course into concrete priorities and results.

Where you will work

You will work in Utrecht within the Customer Contact Center of ASN Bank. This is an environment where customer contact, change, and operations meet daily. Within the domain, the Lead Complaints and the Lead Improvements work closely together, with a clear division of responsibilities: you are the owner of the complaints operation, the analysis, and the organizational advice; the Lead Improvements is the owner of the further elaboration and realization of improvements. You work together with fellow Leads and report to the Director of the Customer Contact Center.

As a lead at ASN Bank, you are decisive, result-oriented, and entrepreneurial. You inspire, stimulate ownership, and build strong teams. With transparent communication and a people-oriented approach, you create an environment in which employees grow and excel. You are a role model of our core values—Honest, Personal, and Entrepreneurial—and thus contribute to the success of our team and the organization.

For this key position, we are looking for a senior leader who combines authority with connection. You oversee the entire complaints domain, set sharp priorities, and dare to take a position when customer interest, regulation, feasibility, and organizational objectives create tension. You manage based on concrete results, hold others accountable for agreements and professional conduct, and create a culture in which ownership, dissent, and craftsmanship are taken for granted. You understand that good complaint management goes beyond solving individual files. Complaints show where customers get stuck, where risks arise, and where service or processes fall short. You can analyze these signals sharply, report clearly, and convert them into convincing advice for the organization. In doing so, you know exactly when your responsibility ends and a substantiated improvement signal is handed over to Improvements. You are analytically strong, administratively sensitive, and persuasive in your communication. You form a balanced judgment independently, remain steady under pressure, and can conduct tough conversations at various levels. You connect content and people-oriented leadership: you provide direction, create clarity, and develop professionals in ownership, quality, and craftsmanship.

Furthermore, you bring:

• HBO or WO working and thinking level.

A key role with broad responsibility and visible impact on customer trust, quality, and the development of ASN Bank. You will be given the space to provide direction to the complaints domain, further develop a professional team, and accelerate organization-wide improvement. The position falls in scale 11, with a gross monthly salary between € 5.946,23 and € 7.928,30 (based on 36 hours per week). Additionally, you will receive from us:

Curious about the rest? Read here all about our terms of employment.

ASN Bank is an accessible and progressive bank with an eye for people, society, and the future. We contribute in a sustainable manner to financial solutions for our customers and to social issues in the Netherlands. In doing so, we pay special attention to sustainability, financial well-being, and good housing. As a bank, we combine the convenience of secure mobile banking with the power of personal advice. Thanks to our nationwide network of offices, we are also physically close at the moments that matter.