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Job Title: Financial Services Complaints Operations Resolutions Manager
Department: Customer Resolutions
Management Responsibility for: Management of Team Leaders and the Complaints Operation
Reports to: Call Centre Manager
Location: UK WAHA
Contract Type: Full time ( 40 hours per week)
Job Summary / Overview
Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation 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 managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders.
As the Complaints Operations 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, 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 Operation delivers 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 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 from the client
* 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 3 years’ experience of complaint handling within a Financial Services organisation, and minimum 2 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