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Complaints team manager

  • Location: Manchester
  • Salary: 35K per year
  • Job Type:Permanent

Posted 18 days ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Contact Email: ncopitch@merje.com
  • Expiry Date: 08 July 2022
  • Job Ref: NC/19163

​My client is looking for a Complaints Team Manager to join our Customer Solution team.

Working across all areas of the business including road, insurance, membership and our business to business portfolio, you will support a culture of identification and rectification, minimising customer dissatisfaction and maximising first time resolution.

Responsibilities

• Analysing complaints data, produce and maintain monthly and ad hoc reports demonstrating the department’s key KPIs.

• Identifying impacts of change (both pre-determined and tactical).

• Successfully implement changes identified and deliver pre-determined strategic change projects and programmes into the operation.

• Demonstrating effective root cause analysis including complaints data and customer feedback.

• Engaging with stakeholders across all areas of the organisation to build relationships and gather voice of the customer and voice of the people insights.

• Preparing reports relating to Complaints data, Root cause analysis and Change management and present these to the leadership team at informal meetings and formal presentations, in an agreed format.

• Ensuring regulatory compliance is part of what we do and in-built to our business processes and all change activities.

• Maintaining and managing complaints reduction plan for defined business areas.

• Ensuring appropriate documentation and evidence is completed to include thematic reviews, case studies and action logs, in line with regulatory requirements FCA requirements

• Completing regular review of complaint categories, making recommendations to further enhance MI collection on Complaints and trends.

• Identifying and supporting the implementation of specific actions required to assist delivery of complaints reduction plan.

• Working with key stakeholders to drive complaints reduction, increase First Contact Resolution and increase customer experience across all key metrics.

skills and Experience

• Complaints background

• Demonstrable experience within Financial Services or other service industries, with a working knowledge of FCA Regulations

• Experience in using continuous improvement tools and techniques, particularly those pertinent to Root Cause Analysis (Lean and Six-Sigma advantageous).

• Ability to prioritise and work to deadlines

• Experience of working as a key member of a successful team

• Experience producing presentations and/or report building for senior leaders

• Ability to analyse data and produce recommendations for improvements

• Ability to communicate with all levels of the organisation

• Thorough understanding of end-to-end operational and customer service processes.

• Strong stakeholder management and influencing skills

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.