Financial Services Customer Resolutions Manager (Complaints)
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.
* Delivering performance and driving quality assurance in line with company and Financial Conduct Authority processes and standards
* Providing feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders
* 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, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers.
Key Responsibilities and Accountabilities:
* Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards
* Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team
* Be point of escalation for all escalated complaints
* Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues
Main Job Requirements:
* Minimum 2 years' experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role
* Demonstrate ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints
* Confidently manage assigned workloads at a team level
Required Skills:
* Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling
* Passionate about people engagement and delivering excellent customer service
* Excellent communication skills both verbally and in writing
Competencies and Specific Skills:
* People focused
* Charismatic and engaging
* Advanced relationship building and stakeholder management skills
* Self-motivated and can motivate others