Customer Relations Specialist (Financial/Automotive)
Duration: 6 Month Contract
Location: Manchester
*Applicants MUST have proof of immediate, on-going and valid eligibility to work full time in the UK and travel within the EU.*
£17.96 per Hour - Insdide IR35 - Umbrella Rate
Position Description:
* The Customer Relations Specialist is responsible for ensuring that their team's objectives are met and exceeded by ensuring that the following responsibilities are carried out:
* Effective Controls Precise logging of complaints and production of accurate and timely regulatory complaint reports and associated commentary to be shared at Executive and Board level
* Accurate data capture, tracking and regulatory reporting of complaint expenditure and tax information for internal and external publication
* Attending complaints forums such as KRI/Quality Forum
* Provide support to the Department and to wider teams by addressing any gaps identified through complaint root cause analysis
* Regular contact with the Clients' Customer Relationship Centre in Daventry to follow up on Merchandise issues
* Handling RAC referrals for vehicle inspections
* Liaison with the Clients' Executive Office and Technical team
* Follow up of letter issuance ensuring regulatory mandated timescales are met
* Regular liaison with the Legal and Compliance teams on complex matters and evolving legislation
* Logging and administration of invoices, purchase orders and suppler reviews from suppliers such as FOS, legal costs and the RAC
* Monthly reviews of all complaint cases with departmental Management
* Involvement in ad hoc meetings and projects to provide complaints data input
* Support regular GAO, BDO and MCRP Audits of Complaint handling processes
Skills Required:
* People Management, prompt management of employee absence and performance issues
* Ensure that your team members attend mandatory training courses, such as Compliance Training
* Drive development and delivery of employee training requirements to improve efficiency and effectiveness through quarterly check-ins for your team Performance Measurement
* Setting team and individual objectives, which support those of the department and the FCA guidelines on complaint turnaround times.
* Completion and review of the daily, weekly and monthly performance metrics to identify opportunities for improvement and highlight best practices.
* Ensure that the appropriate level of coaching is undertaken regularly to improve performance and recognize achievements within your team specifically related to the quality of complaint handling and customer letters.
* Use management information from all sources to monitor and improve performance where required.
* Lead team and individual recognition for achievement within your team.
Skills Preferred:
* Resourcing, work with the Customer Support Management Team to ensure that your team members are effectively managed and organized to ensure the Customer Support Departments' objectives and SLAs are successfully met.
* Quality and Process Improvement, be competent in the work streams and responsibilities of the team under your area of control
* Complete monthly reviews to improve the quality & consistency of work.
* Encourage process improvement and efficiency suggestions from all team members and support implementation as appropriate.
* Liaise with operational departments to ensure cross-departmental co-operation and resolution of all issues.
Experience Required:
* Experience & Qualifications Essential: Previous experience in coaching, developing and managing team members
* Experience in analysing and interpreting performance data and trends and preparing and delivering presentations to senior managers and external partners
* Experience in building strong working relations with internal and external stakeholders and suppliers (such as Financial Ombudsman, the team and senior mgmt.)
* Experience of strong communication skills with proven ability to influence and negotiate successful outcomes when handling customer dissatisfaction / escalation / complaints.
* Proven experience as a people leader, managing and motivating a team of people to achieve their objectives
* Strong organisational skills with the ability to work to strict time deadlines and remain effective under pressure to prioritise personal tasks as well as those of the team
* A strong quality mind-set with attention to detail and understanding of the importance of maintaining internal controls and process adherence, particularly associated to regulator reporting
* Proficient in the use of Office applications and data validation (particularly Excel, PowerPoint)
* Strong understanding of the
* Fair treatment of Customers and evidence of how this is consistently incorporated into the role as appropriate
Experience Preferred:
* Desirable: Previous experience in Customer Support, Dealer Services
* Previous experience within a Customer Services/ Complaints/ Banking environment
* Previous experience of dealing with the Financial Ombudsman or external regulators
Additional Information :
* Hybrid, 3 days in Manchester and 2 at Home
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