Our client is a highly successful £multi-billion turnover retail and wholesale financial services provider. It is the UK market leader with 25% share.
SUMMARY
Reporting to the Executive Board Chief Customer Officer, senior level role overseeing strategy, management and change of central and dispersed technology led contact centre teams.
Circa £80 - 100k plus bonus and benefits
Location:
West London (with occasional UK travel)
Direct reports:
QA and Training, Customer Experience, Customer Service
Internal Relationships:
Members of the Executive Team, Product Team, Corporate Clients Team, Risk and Compliance, Senior Leaders, and Staff
External Relationships:
3rd Party Suppliers, JV Shareholders, Professional advisors, and Industry Partners, regulators and law enforcement, 3rdparty providers
Business Accountabilities
* Accountable for the overall strategy and direction of the customer service, embracing technology to provide the best customer experience regardless of channel.
* Ensures overall business customer service functions meet the needs of customers, regulators, and our clients.
* To develop the commercial value of customer services as a key enabler in the delivery of corporate revenue and profit targets. To include the management of all aspects of customer contact including both B2B and B2C elements.
* Develop the Customer Service Road Map of supporting tools Technology to provide Good Customer outcomes and undertake related research, preparing business cases, and making recommendations to the Executive Team (and stakeholders where necessary)
* Deliver the commercial aims of the business whilst balancing the needs of our customers and stakeholders.
Business Area Responsibilities
* The Strategic Direction and Management of the Customer Service Team.
* The delivery, management and Reporting of all Customer Service and Financial Crime service levels.
* The day to day management of internal and external teams and people.
* Be customer champion and deliver key requirements of the FCA Consumer Duty regulations.
KEY RESPONSIBILITIES:
• Manage the commercial relationship with outsourced call centre suppliers.
• Managing and reporting on Contact Centre KPIs
• The management and representation of Consumer Duty related activity
• Create the annual budget and operating plan for the Customer Service Team.
• Develop and manage team performance to deliver Customer Service Operating Plan.
• Deliver Customer Services elements of contract and operational management for external and in-house clients.
• Represent the customer on all internal and external projects.
• Reporting on all aspects of customer performance, by contact type, client and outcome.
• Actively manage and resolve any Customers identified as vulnerable.
• Client relationship management and maintaining customer satisfaction levels.
• Undertake general administration duties related to this role such as writing new and maintaining existing procedures/policies as required.
• Ensuring complaints and legal requirements are managed suitably in line with FCA, HMRC and UK Laws.
Principal Tasks
• Identification of potential issues and trends in customer processes and propose corrective actions through review of MI and understanding of changes in consumer or procedural behaviours.
• Responsible for the detection and prevention of fraud on all new and existing products and channels.
• Manage the contractual and commercial negotiations.
• Ensure compliance to all regulations and mitigates all risks.
PEOPLE:
• Lead diverse central and remote teams
• Implement employee individual training plans to ensure employee training and development, and adequate resourcing at all times
• Demonstrate a commitment and understanding of performance development and undertake or contribute to performance reviews for team members who are directly reporting to you.
• Plan, organise and contribute to team meetings.
• Seek and provide regular constructive feedback through collaborative working practices. Challenge poor behaviour in a positive and constructive manner
• Performance management, demanding the professional behaviours and conduct required to deliver the Company’s Vision, Mission and Values
Ideal Candidate Profile
KNOWLEDGE AND EXPERIENCE:
• Experience of managing a regulated product, including ideally in a Financial Services environment but could include areas such as Telecoms.
• Proven experience and ability in a customer/service delivery focused environment- giving value added to customer.
• Experience of Consumer Duty and delivering good customer outcomes.
• Ability to demonstrate effective change management and technology integration in a fast growing, dynamic organisation moving to a blended digital and telephony based service
• Senior management experience, interfacing at C-level.
• Experience of liaising on behalf of customer services on senior external client relationships.
• Wide knowledge and experience of Customer Service across all delivery channels.
Qualifications/Education/Training required:
* Relevant business qualifications
* MBA an advantage
* Financial Service experience a bonus
Personal Attributes
Problem Solving: Identify problems within the business settlement & reconciliation processes and resolve within own resources and/or take a lead role in working with other areas of the business to resolve.
Teamwork: Work effectively with all parts of business to meet function, departmental and organisational goals.
Customer Service: Provide professional and efficient service to internal and external stakeholders with the ability to build and maintain relationships.
Planning and Organisation: Effectively plan and prioritise workload to ensure that functional/departmental goals are achieved within agreed timescales.
Expertise in Role: Develop a thorough knowledge of the business and identified key settlement and reconciliation dependencies in order to ensure an evidenced practice of continuous improvement