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

Required Skills

Competencies and Specific Skills