Complaints Customer Service Supervisor (Team Leader) – BFSI
Location: Birmingham, Belfast, Newtownards or WAHA
Hours: 40 hours per week – Fully Flex
Salary: 30K Per Year
Number of positions – 2
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 your teams performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on coaching, motivation and team productivity while providing feedback and insight on complaints root cause and recommending solutions to help reduce complaints volumes to all stakeholders.
As the Complaints Team Leader, you will also 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, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers
To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing.
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)
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
Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability
Liaise with Ops Manager 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
Communicate accurately and professionally with the ability to make informed decisions
Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards
Identify root cause and have the ability to report and recommend any actions for continuous improvement
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 ensuring they are managed in line with policy frameworks
Main Job Requirements
Minimum 1 years’ experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role
Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints
Is able to demonstrate experience in complex, regulated customer service environment
Can confidently manage assigned workloads at a team level
Able to prioritise workloads to meet targets and timelines
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
Attention to detail
Is able to demonstrate excellent communication skills both verbally and in writing
Comprehensive technical/computer skills
Identifying RCA complaints types and actioning possible solutions to reduce said complaints
Competencies and Specific Skills
People focused
Is charismatic and engaging
Excellent communication and influencing skills
Advanced relationship building and stakeholder management skills
Advanced levels of resilience and focus
Self-motivated and can motivate others, with can-do attitude