Complaints Manager

£50000 - £53000 per annum
25 Mar 2021
22 Apr 2021
JN -032021-174240
Rachael Dennys
Customer Service
Contract Type
Full Time
You will manage, motivate and develop an Operational team ensuring the team deliver an outstanding customer experience.

Our client is a consumer-led financial services company dedicated to ensuring fairness and improving customer experience of the financial services industry.

Role Responsibilities

Deliver targeted results from an Operational team, covering People, Customer, Business and Financial metrics.
Ensure risk and compliance measures are adhered to at all times.
Ensure the continuous identification and implementation of operational best practice through interaction with the wider team.
Identify further opportunities for services and process improvements and lead the implementation demonstrating achievement of results.
Analyse data on performance and use to motivate and develop team and identify and remedy operational issues.
Prepare reports to senior management highlighting opportunities, issues and recommendations.
Manage and develop operational relationships by conducting review meetings and creating strong liaison with the Partner and the wider Service Management Team.

Lead an Operations team, optimising the development of the team.
Develop a communication and engagement model to ensure team are informed and understand their contribution to the business.
Motivate and effectively performance manage team to ensure delivery of overall targets and business plan.

Technical Claims
Support the Technical Claims Manager in ensuring that customer experience and service is delivered consistently across all product types.
Support the Technical Claims Manager in maintaining Claims Policies and ensuring claims are delivered in line with these policies.
Ensure risk and controls are managed effectively across all products, control testing is effective and remediation actions implemented to agreed deadlines.
Manage thematic cases to ensure minimum delays and best possible outcomes.

Maintain Complaints procedure and ensure adherence in handling complaints.
Work closely with Partner in resolving post decision enquiries and appeals.
Liaise with other areas to deliver a fair and independent outcome for the Customer.
Responsible for the reduction of complaint volumes through issue management and Root Cause Analysis.

Skills and Experience Required

Experience of successfully leading and managing an operational team.
Experience of working in an Outsourcing or contact centre operation.
Strong commercial and budgetary understanding.
Experience of working in a fast-paced environment, working to tight deadlines.
Commercially astute and effective stakeholder management.
Experience in preparing reports highlighting options and recommendations.
Strong relationship & stakeholder management skills.
Excellent communication skills.
Proactive, high levels of initiative and the confidence to act.

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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