Customer Complaints Manager

3 weeks ago

London, United Kingdom Financial Ombudsman Service Full time

Customer Complaints Manager page is loaded Customer Complaints Manager
Customer Complaints Manager
If you are passionate and results driven individual, who prides themselves on leading a team that delivers exceptional customer service, join us in making a positive impact on our customer experience
Contract: Permanent
Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns. Reporting to: Head of Customer Services
O ur permanent hybrid policy sees us all working at least four days across a fortnight in the office.
You will have the ability to lead and coach a team through periods of change and support with learning and development, whilst creating and maintaining a positive team culture.
You will support the team to expertly deal with complaints and positively contribute to the customer experience by demonstrating our values. You will create an effective communication framework to support your team to proactively assist the organisation with stage 1 & 2 complaints.
Delivering excellent operational performance and process, engaging in defining corrective action when needed and identifying opportunities to improve
Support the Head of Customer Service to define, govern and monitor operational KPI’s which support service complaint strategic goals
Providing expertise and support to management in all Customer Experience, Quality and Knowledge matters
Providing guidance and advice on ways of supporting our most vulnerable customers. Taking responsibility for handling our most sensitive and complex complaints from our customers and dealing with them in a timely manner
Reviewing data and sharing insight to make a positive impact on what we are doing with escalated complaints, be the subject matter expert (SME) on effective complaint handling
Partnering with our stakeholders and Casework Directorates ensuring learnings are shared, action plans implemented, and accountable owners identified to drive success
Lead and empower your team of customer complaint advisors to track and analyse customer feedback and to identify organisational process or behaviour to improve service complaint handling
Demonstrating sound decision-making skills to support the Advisors and Directorates and providing responses on our most complex cases
Establishing the root cause of a complaint and ensuring a swift and satisfactory resolution, working within defined SLAs
Can demonstrate tangible and measurable improvements across customer service and a commitment to exceptional customer service
Effective stakeholder management to drive strategic improvements
Data and Insights driven
Why Financial Ombudsman Service?
We also offer an attractive, competitive salary and flexible benefits to suit our people. 25 days holiday entitlement, with the option to buy extra or sell days
~ Generous pension
~ Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
~ Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
~ Employee Assistance Programme
~ Extensive opportunities for personal and career development
~ Fully equipped on-site gym open 24 / 7 (London office only)
~ Extensive Well-being resources including on-site therapists (London office only)
~ Beautiful and bright London office looking over the Thames and near to mainline stations
~ Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. Please apply by uploading your current CV and supporting statement (no more than 550 words)

Applications need to be submitted by 23:59 Sunday 19th May 2024
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.
We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.
We are proud to be a Disability Confident Leader. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there
Financial Ombudsman Service
We’re an independent, not-for-profit organisation that sorts out disputes between financial businesses and their customers. The Financial Ombudsman Service is an equal opportunities employer. All applicants will be treated in a fair and equal manner and in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.
We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints. We are proud to be a Disability Confident employer. You will need to demonstrate that you meet the minimum criteria in your CV in order to qualify for the Disability Confident scheme. #

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