Job Title: Operations Manager
Dept: Customer Service
Reporting to: Operations Director/Legal Director
Location: Hybrid/Harrow
Salary: 48-63k DOE
Reporting to the Operations and Legal Directors the successful contact will be responsible for managing different functions of the business, as well as being our liaison for banks/finance companies or their representatives.
RESPONSIBILITIES
- Managing a small team processing the remaining PPI cases within the business (including 2x person call centre).
- Supporting the growth of our Motor Finance section and overseeing certain processes/teams, eventually transitioning full time to this area.
- Acting as representative to lenders, communicating our needs from them, chasing cases outside SLA, while maintaining a good working relationship.
- Disseminating information from lenders to different departments to help ensure efficient processing of customer cases.
- Ensuring SLA's are being met, and if not being met this is communicated along with any actions required to improve performance.
KNOWLEDGE, SKILLS & EXPERIENCE
- Good communication skills – written and verbal.
- Being able prioritise and manage several tasks simultaneously.
- Attention to detail.
- The ability to work on own initiative in line with business goals in a fast-paced intensive environment.
- Good level of IT skills and experience in office based programs with proficiency in excel a key requirement.
- Flexible attitude required to support other areas of the business.
- Ability to identify where service/training improvements required.
- Experience of dealing with financial consumer claims essential.