Job Ref: 213678658

Date: 2021-05-05 11:20:56

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Title:

Customer Support Department Manager

Based at:

Head Office – High Wycombe

Reports to:

Head of Customer Support

Working Hours

Monday- Friday: 37.5 hours

Job Summary

Overseeing and managing the Complaints and Vulnerable customer teams, managing the performance of the team and ensuring complaints and DSAR’s are dealt with within FCA guidelines and timescales and vulnerability is investigated and has the correct support treatment applied.

 The post holder will be responsible for managing the allocation, investigation and responses of all our Financial Service related complaints and complaints related correspondence along with managing the  vulnerable customer cases, analysing information and data to understand the work flow and output and individual colleague ‘ performance to set objectives and KPI’s.

The post holder will also provide coaching , development and support where a team member isn’t meeting requirements.  The job holder must possess confidence to challenge existing processes to identify improvements and produce reporting to highlight any gaps in process, not only within complaint and vulnerable customer handling, but also other business processes. The job holder will have experience of managing Financial Services regulated  teams and also of dealing with FOS complaints. Particularly important will be producing a monthly root cause analysis pack to help the business identify any process or practice changes it needs to implement to prevent additional complaints. The post holder  must be well organized and able to meet targets, work independently as well as part of a team and able to communicate effectively at all levels.

Key responsibilities and accountabilities:

Responsibilities:

Target and objective setting
Productivity and quality performance monitoring and managing
Providing coaching to close any skill and knowledge gaps
Root cause analysis Providing leadership and motivation Ensure the team are available to handle complaint calls when they are presented into the team, within set SLA’s

Produce MI to highlight the teams’ performance levels against each KPI

To undertake other general administrative and professional duties consistent with the purpose of the post as required.
Leadership & Behaviours:

Natural problem solver and collaborator
Strong people and performance manager
Team player
Approachable
Analytically minded, able to spot trends
Adaptable and resilient
Great at building rapport and relationships
Accountable for the teams outputs
Strong communicator, both written and verbal
Customer and colleague Centric

Requirements:

Experience in managing  regulated teams, including excellent knowledge of regulated complaint processes, FOS Complaints and managing vulnerable customer processes
Well organised and ability to manage own and team’s workloads effectively
Experience of using Microsoft office applications (Word, Excel, Powerpoint)

Able to apply common sense and judgement
Strong computer and numeracy skills
Attention to detail and accuracy of work
Commercial awareness
Organised and excellent time management

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