Reporting to the Head of Customer Support, my client is seeking a dynamic and experienced Customer Excellence Manager to join their team.
The successful candidate will play a crucial role in ensuring the highest standards of customer service and risk management across all aspects of their operations.
This senior management role will be responsible for overseeing and managing the Managers who lead our Quality Auditing (QA) team, Complaints team, technical and Credit Risk team.
Lead/Support and be accountable for the review, creation and delivery of a policy development plan with key priorities agreed.
Lead/Support on the research, design, development and review of HR policies and procedures and embed them such that they are fit for purpose, legally compliant and enable the effective performance of staff across the organisation.
Develop and maintain mechanisms/schedules to ensure regular and timely policy review.