Full Time, Permanent,
Monday to Friday 35 hours per week
Are you familiar with managing a team and thrive off making a difference to their development?
Do you have an understanding of TCF & FCA regulations?
We have an exciting opportunity for an experienced Customer Relations Team Leader to join a forward-thinking innovative team in a growing business in Chatham.
Customer Relations Team Leader Role:
The key purpose of this role is to ensure that the customer relations team handle all complaints in accordance with the organisations internal complaints policy and procedures, ensuring complaints and external disputes are managed in line with TCF and FCA regulation.
Customer Relations Team Leader Responsibilities:
•Responsible for the Line management and coaching all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment.
•Provide regular development and coaching of Customer Relation Officers to support with team growth, development, and succession planning.
•Monitor and management workloads for area of responsibility to ensure SLAs are met and quality standards are maintained.
•Regularly conduct Level 1 control testing to ensure controls are maintained and effective.
•1st point of contact for any escalated complaint calls.
•Keep up to date on business processes for area of responsibility and support Customer Relations Officers on upskilling business processes in support of complaint handling
•Develop and maintain capacity planning and reporting for area of responsibility, ensuring any areas of concern are flagged and support management in developing action plan
•Ensure department procedures and associated manuals are easy to understand, are complete, compliant, and up to date.
•Handling of all complaints received for area of responsibility, ensuring complaint handing procedure is followed.
•Ensure the team accurately, and to a high standard, investigate and resolve complaints within the regulatory timelines.
•Completion of outbound acknowledgement and resolution calls with complainants.
•Acknowledging, drafting, and sending out complaint correspondence promptly and responding to them within set time limits, systematically and fairly.
•Resolving customers’ queries within agreed authority, investigating the cause of individual complaints, and where required gathering information from relevant departments and reviewing sales documentation.
•Making recommendations for fair, impartial decisions on whether to uphold a complaint in line with the organisations policies and set mandates.
•Calculating redress and compensation in line with regulatory and FOS guidelines.
•Where requested, assist in preparing management information and reports for management review.
•Preparation of case submissions and business response forms to the financial ombudsman service for management sign off.
•Able to challenge or provide reasoning to decisions with key stakeholders where required.
•Provide on the job training to new staff members.
•Attending working groups and meetings where requested, representing department around complaint management and output and analysis.
•Devotion to all employee engagement activities within the department and wider business.
•Ensure that you fully understand and comply with the organisation’s risk management policies as they relate to your area of responsibility and demonstrate in your day-to-day work that you put customers at the heart of everything you do.
•Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
Customer Relations Team Leader Requirements:
•Understanding of the FCA’s regulatory framework for handling customer complaints and treating customers fairly is essential.
•Up to date knowledge of ethical standards, including an understanding of MCOBS and DISP is essential.
•Up to date knowledge of ethical standards, including an understanding of BCOBs.
•Good IT skills in use of Microsoft Word and Excel is essential.
•Excellent verbal and written communication skills.
•Good listening/counselling skills.
•Excellent organisational ability and attention to detail.
•Tact and discretion.
The role is office based whilst training is being completed, and although an office presence is highly encouraged, there is an opportunity to work under the client’s hybrid model.
Salary - £34,000 - £37,000 DOE
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.
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