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Head of Customer Relation

3 months ago

Wolverhampton, Wolverhampton, United Kingdom MERJE Ltd Full time
Partially Remote


My client is looking for a Head of Customer Relation to drive, lead and oversee the Group Customer Relations function (complaint handling and root cause) and be responsible for ensuring the Group has effective processes and oversight in place to identify,investigate, respond and report on customer complaints in line with regulatory requirements, delivering good customer outcomes and driving complaint reduction through root cause.


Responsibilities:

  • Lead and champion in the development of the Customer Relations and Root Cause teams to meet the short and long term business needs and capabilities across the Group bringing external perspectives, identifying and promoting best practices and procedures.
  • Design, develop and maintain the Customer Relations policy and associated procedures, whilst reporting to the various committees to govern the process across the business for continuous improvement and complaint reduction.
  • Ensure accurate assessments and proactive management of complaint handling in accordance with the agreed service levels with responsibility to ensure all Group complaint reporting and metric's are accurate and aligned to the FCA & FOS requirements.
  • Ensure the Root Cause function is carrying out the required level of analysis across the business, coordinating with key stakeholders to validate Root Cause findings and generating actions to enhance the customer journey and deliver good outcomes.
  • Engage with a wide range of stakeholders across the Group and third parties to report on findings and areas of opportunity identified through root cause analysis, procedures and policy reviews and process reviews.
  • Establish, develop, deliver and maintain the customer relations delivery plan in line with agreed budget.
  • Take ownership for, and continually identify and implement improvements to achieve both effective and efficient operation of the department and compliance with regulatory requirements working with the Quality Assurance.
Skills, knowledge & experience

  • 8 years previous Complaints handling and Root Cause Analysis experience working in a financial services environment is essential
  • Specialist knowledge of the FCA, FoS and UK Finance surrounding Customer Complaints and Customer Outcomes
  • Specialist industry knowledge on effective Root Cause Analysis is essential
  • Specialist Knowledge of ethical standards, investigating claims is essential
  • Specialist knowledge of Mortgage and Savings operational processes is essential
  • Intermediate skills in respect of PowerPoint, Excel and Word are essential