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Our client is a marketplace connecting customers, lenders, and dealers. You will have a background in dispute resolution, preferably in a regulated setting, and be well-versed with FCA DISP regulations and complaint-handling best practices. This is a challenging position that calls for strong interpersonal skills and the capacity to forge bonds with key stakeholders, dealers, and other third-party partners. As Complaints Manager, you will be a point of escalation for complex & high-value complaints where the business has exposure to monetary loss to come to a prompt resolution & mitigate any monetary loss to the company. You must have a strong understanding of the Supply of Goods Act 1982, Consumer Rights Act 2015, Treating Customers Fairly (TCF), Data Protection Act 1998 and the Financial Conduct Authority (FCA) guidelines. Your Responsibilities Provide support in distributing new complaints cases daily. Managing a team of Complaints Executives supporting them with their development. Attend lender conference calls building relationships with key partners. Send updates to the team on their productivity stats & case KPIs. Own the processes that sit within the Complaints team and ensure that there is clear communication across all key stakeholders. Inform customers of the outcome of their complaints over the phone and in writing, explaining your decision and their options. If appropriate, decide on the level of compensation to be awarded to customers - you will be responsible for choosing the right option. To be a champion of excellent customer service, be that directed at customer, lender, or dealer. To fully embrace "Treating Customers Fairly" and conduct business that conforms to this. Summarise all evidence of investigations about customer complaints to be supplied to both customers & lenders. To proactively seek to improve your own skills to the benefit of the company's service through the identification of training needs with your line manager. Consult with internal departments, dealers, lenders, mechanical engineers etc. to obtain information to investigate a complaint thoroughly. Build relationships with Dealerships, lenders & third parties (Recovery agents, solicitors, etc) to ensure swift & cost-effective resolutions to disputes. Skills and Experience Required Evidence of working in a complaint's role, managing complex complaints & processes Experience in a cost-mitigation role showing the ability to negotiate effectively & ensure fair outcomes for both customers & the business. An understanding of the legislation that governs the business and being able to see how that impacts on the business. Contact centre leadership experience. For more information contact Vicky
Manchester's Bus Network is undergoing an exciting time of transformation with Transport for Greater Manchester bringing buses under local control in the biggest change to Greater Manchester's buses since de-regulation in 1986. Because of the size of the bus network, and the scale of change, improvements are being made in phases from September 2023 through to January 2025. Phase Two which will see bus services running within and from the north east of Greater Manchester is due to begin in March 2024 and TfGM are looking for Customer Support Officers to assist with the expected increase in customer service demand. Do you want to play a key role in shaping the future of travel in Greater Manchester? Are you passionate about helping people? Do you have strong organisational skills, customer service skills and excellent attention to detail and want to progress your career? If so, we'd like to hear from you. When Are You Needed? The positions are available on a temporary basis, initially running until 30/06/24, however there is the possibility that this could be extended or even lead to a permanent position. The first 2 weeks will be in office for training, Monday to Friday 9-5. The Details Office Location: 2 Piccadilly Place, Manchester, M1 3BG. Working Hours: TfGM Customer Support Officers work 37 hours per week, worked flexibly on a rota system covering their open hours of 7am and 8pm Monday to Friday and 8am to 8pm at weekends. You will work 8/9 weekend shifts per 11 week period. About Your Role It's a really exciting time to be joining Transport for Greater Manchester. As a Customer Support Officer, you will form part of the Customer Contact Centre team for Transport for Greater Manchester. Acting as the first point of contact for customers and stakeholders you will handle all queries and requests received into the TfGM Contact Centre, via telephone or in writing. These include issuing travel passes, making Local Link journey reservations, Contactless Payments enquiries, Journey planning advice and much more. You will also be at the beating heart of all enquiries relating to bus franchising. No two days are ever the same! You will be part of a friendly dynamic team with a varied skill set who provide efficient, friendly customer service and advice. Duties Include: Answer all incoming queries, requests and reports received via telephone or in writing, including but not limited to: travel, tickets and passes, pass applications, memberships, products, programmes, customer and stakeholder engagement Ensure compliance with the provisions of the Data Protection Act with respect to the handling of personal data held for TfGM passes and permits purposes Resolve general enquiries received to TfGM's contact centre where possible, utilising knowledge base Ensure appropriate systems are updated to record enquiries and progress against specific cases Answer incoming customer comments, complaints and feedback Adopt a positive, customer focused attitude in all interaction with customers, ensuring that as a representative of TfGM you present a positive impression to all customers and stakeholders Apply below to register your interest and the recruitment team will be in touch with further information.