Job Description
OUR IMPACT
Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer agent roles for play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.
Job Summary & Responsibilities
- Responsible for managing and reporting on complaints across the UK team
- Oversight of Team Lead and the complaints specialists to achieve performance goals and maintain agent satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
- Work with the wider management team to hiring of staff and creating and supporting a highly involved team environment
- Ensure timely, quality resolution of customer enquiries and acts as an escalation point of contact, directly interacting with customers, reviewing complaints, and making judgment calls on difficult customer situations, escalations, and fraud cases
- Ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
- Manage the E2E resolution of customer complaints, within given timescales
- Responsible for managing and reporting on Executive Complaints and Financial Ombudsman cases
- Works closely with legal and compliance teams, cross functional partners to ensure collaboration and process efficiencies are maintained
- Responsible for completing monthly, weekly and ad-hoc complaint reporting and producing root cause analysis
- Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
- Recommends changes to reduce complaints and enhance customer experience, using root cause analysis.
- Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
- Identifies technological enhancements and assist in the development of the tech requirements impacting Operations processes within the business
- Prioritizes work assignments from multiple channels as a resource allocator
- Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls
- Responsible for conducting internal quality audits/monitors of customer support team and assists delivery teams with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results,
- Coordination of call and case quality audits and remediation plans in partnership with Training and Development leader
- Conducts/participates in calibration session to ensure proper scoring across team members
- Produces concise performance reports and analyses for senior management and for FCA reporting
- Owns and controls risk for Complaint processes and assists management team in driving positive operational improvements
- Works closely with Business Risk Managers to identify key controls and escalation procedures. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
Skills
- Strong understanding of the DISP rules and complaints management along with the wider regulatory environment on Customer Outcomes (inc Consumer Duty)
- Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
- Proven ability to lead by example, with a positive attitude
- Excellent communication and interpersonal skills
- Good analytical and problem-solving skills
- Proven delivery of excellent customer experience and advocacy
- Strong customer focus and a good telephone manner
- Ability to lead teams and drive performance standards
- Good leadership skills and the ability to motivate and develop staff
- A desire to help others work towards targets and develop their skills
- Ability to set, meet and exceed targets
- Ability to manage change
Basic Qualifications
- Minimum of 5 years of customer service experience (with at least 2 years in a complaints capacity)
- In depth product knowledge across Banking and Savings within retail banking
- Understanding of the UK Regulatory Environment and deep understanding of DISP rules and Consumer Duty
Desirable Qualifications
- Complaints leadership in a retail banking environment
Job Type: Full-time
Salary: £23,436.24-£40,001.13 per year
Schedule:
Ability to commute/relocate:
- Milton Keynes: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Milton Keynes