Complaints Team Manager
-
Location
Borehamwood
-
Discipline:
-
Job type:
-
Salary:
£300 per day
-
Consultant:
#
-
Email:
psmith@merje.com
-
Job ref:
SC/14664
-
Published:
over 2 years ago
-
Startdate:
A.S.A.P
3 Month Contract
Hours: Monday to Thursday 8am-5pm and Friday 9am-1pm
My client is looking for an experienced Complaints Team Manager to support a team of Complaint Handlers within a business who want to reduce a backlog of complaints. The successful Team Manager must have managed both contractors and permanent staff previously within a Financial Services environment and be focussed on achieving quality and productivity standards.
Responsibilities:
- Managing a team of complaint handlers who are dealing with both telephone complaints and writing bespoke responses to written complaints
- Carrying out full reviews of complaints handlers cases in line with company policy and FCA guidelines
- Giving feedback to complaint handlers and QA’s
- Ensuring all complaint handling activity meets agreed SLA’s
- Maintain excellent knowledge of FCA regulation and related principles
- Providing coaching and feedback to complaints handlers
- Dealing with escalated complaints
Desired Experience:
- Previous experience of managing a team of permanent and contracted complaints handlers
- Knowledge of DISP handling rules
- Strong analytical skills and a high level of commercial awareness; be able to understand, question and challenge business processes, identify cause and effect and deliver attractive solutions
- Ability to write bespoke letters without being reliant on standard paragraphs and processes
- Financial Services experience