Job Title: Customer Relations Manager
PURPOSE SUMMARY:
You will be responsible for the overall management of the Customer Relations Team, supporting, motivating, and coordinating the complaint workload whilst ensuring regulatory timeframes and departmental key performance (KPI's) are met.
Through your day-to-day actions you will ensure fair outcomes for customers whilst adhering to formal processes and policies.
PRINCIPAL ACCOUNTABILITIES:
- Manage, support and coordinate the work of the Customer Relations team, motivating individuals to excel in their roles and meet professional and personal development goals.
- Instil a strong customer - centric culture and keep everyone focussed on resolving complaints within the required regulatory timeframes, balancing fair outcomes for customers and commercial outcomes for the business.
- Own responsibility for carrying out reviews to ensure complaints are handled within guidelines and timescales and that responses to customers are clear and demonstrate that a thorough investigation has been undertaken.
- Ensure KPI's and Quality Audit results are consistently achieving expectations.
- Provide the necessary management information reports detailing key volume and performance metric information to the Senior Operations Manager.
- Ensure relevant statistical information is produced, collated, and analysed to assist in evaluating the efficiency of the team and to inform resource allocation/ service improvements.
- Work effectively with other departments to maximise customer satisfaction, identifying root cause and drive change to reduce complaints.
- Such other duties as the management may from time to time reasonably require.
- Ensure any risks are managed through the timely completion of departmental controls.
- Act as escalation point for complaints or any legal cases.
- Ensure the Senior Customer Operations Manager is aware of any potential issues which may result in some form of risk.
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:
- Minimum of A levels or equivalent.
- 3 years' experience in a management position preferred.
- Regulated complaint handling experience required, preferably in consumer finance
- Demonstrable experience in managing a team of complaint handlers/ team leaders from initial receipt through to resolution in a similar regulated environment.
- Have experience of turning around underperforming teams to a high performing teams and managing a highly effective operation.
IT SKILLS PROFILE:
- Excel and Word to Intermediate level
- Workflow management