Job Title: Financial Services Customer Resolutions Manager (Complaints)Department: Customer ResolutionsManagement Responsibility for: Management of a Team Leader and up to 15 Complaints handlersReports to: Call Centre ManagerLocation: Glasgow Cuprum UK – (Office Based)Contract Type: Full time ( 40 hours per week)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 performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards.
Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders.As the Customer Resolutions 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 customersTo 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 standardsContinually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capabilityLiaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your teamBe point of escalation for all escalated complaintsCommunicate accurately and professionally with the ability to make informed decisionsEnsure any material operational and conduct risks are identified, raised and managed in accordance with process and standardsIdentify root cause and have the ability to report and recommend any actions for continuous improvementMaintain 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 2 years' experience of complaint handling within a Financial Services organisation, and minimum 1 year in management roleCan demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaintsIs able to demonstrate experience in complex, regulated customer service environmentCan confidently manage assigned workloads at a team levelAble to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handlingPassionate about people engagement and delivering excellent customer serviceAttention to detailIs able to demonstrate excellent communication skills both verbally and in writingComprehensive technical/computer skillsIdentifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific SkillsPeople focusedIs charismatic and engagingExcellent communication and influencing skillsAdvanced relationship building and stakeholder management skillsAdvanced levels of resilience and focusSelf-motivated and can motivate others, with can-do attitude Salary up to £38K