Complaints Manager

Complaints Manager - Slough 40-42k plus car and great benefits. Hybrid working

You will be responsible for the overall management of the Customer Relations Team, supporting, motivating, and coordinating the complaint workload whilst ensuring regulatory timeframes and departmental key performance (KPI’s) are met.

Through your day-to-day actions you will ensure fair outcomes for customers whilst adhering to the companies processes and policies.

THE ROLE :

• Manage, support and coordinate the work of the Customer Relations team, motivating individuals to excel in their roles and meet professional and personal development goals.
• Instil a strong customer -centric culture and keep everyone focussed on resolving complaints within the required regulatory timeframes, balancing fair outcomes for customers and commercial outcomes for the business.
• Own responsibility for carrying out reviews to ensure complaints are handled within FCA guidelines and timescales and that responses to customers are clear and demonstrate that a thorough investigation has been undertaken.
• Ensure KPI’s and Quality Audit results are consistently achieving expectations.
• Ensure any risks are managed through the timely completion of departmental controls.
• Act as escalation point for complaints referred to the Financial Ombudsman Service or any legal cases.
• Ensure the Senior Customer Operations Manager is aware of any potential issues which may result in some form of FCA risk.
• Provide the necessary management information reports detailing key volume and performance metric information to the Senior Operations Manager.
• Ensure relevant statistical information is produced, collated, and analysed to assist in evaluating the efficiency of the team and to inform resource allocation/ service improvements.
• Work effectively with other departments to maximise customer satisfaction, identifying root cause and drive change to reduce complaints.
• Such other duties as the management may from time to time reasonably require.

ABILITY AND SKILLS PROFILE:

• Takes ownership of work queues and complaints, effectively delegating workload to ensure deadlines are met.
• Ability to work to tight deadlines whilst maintaining high levels of accuracy.
• Exceptional attention to detail, adept analysis, confident decision making and influential stakeholder engagement to ensure favourable consumer outcomes.
• Effectively implements company initiatives.
• Focuses effort on priority tasks and activities to achieve maximum results.
• The ability to improve performance through training and development of individuals and teams.
• Understands people's strengths and aspirations and takes them into account when allocating responsibilities.
• Has strength and maturity to support individuals and teams through difficult circumstances.
• Self-driven, internally motivated, independent, and able to work with minimal daily supervision.

KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:

• 3 years’ experience in a management position preferred.
• FCA Regulated complaint handling experience required, preferably in an automotive finance industry.
• Demonstrable experience in managing a team of complaint handlers/ team leaders from initial receipt through to resolution in a similar regulated environment.
• Have experience of turning around underperforming teams.

Please contact vicky for more information