Job Description
Job Title: Financial Services Customer Resolutions Manager (Complaints)
Department: Customer Resolutions
Management Responsibility for: Management of a Team Leader and up to 15 Complaints handlers
Reports to: Call Centre Manager
Location: Glasgow Cuprum UK – (Hybrid - 3 Days in Office 2 Days - Work at home)
Contract Type: Full time ( 40 hours per week)
Salary: £45k
Job Summary / Overview
Main responsibilities of the role include leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints.
You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders.
As the Customer Resolutions Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction.
We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motiv...