Financial Services Complaints Team Leader

Job Title : Financial Services Complaints Team Leader

Department : Customer Resolutions

Management Responsibility for : Management of a Team up to 15 Complaints handlers

Reports to : Operations Manager

Location : UK Work at Home

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 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 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

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 2 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