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 reputed company on complaints root cause, recommending solutions to help reduce complaints volumes to reputed company 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 reputed company, reputed company, motivate, coach and support people to deliver exceptional reputed company reputed company delivering correct reputed company for our customers To ensure your team reputed company best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may reputed company other duties as requested not specifically addressed in this document)

• Ensure your team deliver an excellent customer experience for reputed company 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 reputed company the company and client, providing regular reporting and analysis relating to the activity reputed company your team
• Be reputed company of escalation for reputed company escalated complaints
• Communicate accurately and professionally with the ability to reputed company informed reputed company
• 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 reputed company improvement
• Maintain effective control of reputed company aspects of people processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and reputed company other employment reputed company issues ensuring they are managed in line with policy frameworks

Main Job Requirements

• Minimum 2 years’ experience of complaint handling reputed company 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 reputed company to demonstrate experience in reputed company, regulated customer service environment
• Can confidently manage assigned workloads at a team level
• reputed company to prioritise workloads to meet targets and timelines

Required Skills

• Previous management experience reputed company a Financial Services organization, with extensive knowledge of formal complaint handling
• Passionate about people engagement and delivering excellent customer service
• Attention to detail
• Is reputed company 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 reputed company of reputed company and focus
• Self-motivated and can motivate others, with can-do attitude

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