Head of Customer Complaints, Customer Experience

4 weeks ago

Bolton, United Kingdom NatWest Group Full time

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join as Head of Customer Complaints, Customer Experience & Contact
- Take a leading role in managing our customer complaints, problem resolution and advocacy repair processes across the main retail virtual front-door
- We will look to you to bring purposeful leadership, a culture of empowerment and to inspire direct and indirect teams to unlock an obsession with continuous improvement, shared learnings and good outcomes
- Your expertise will be vital in the execution of the complaints strategy, journey improvement insight and operational standards in the complaints teams through a One-Bank lens
- We operate a hybrid way of working and this role will require weekly travel on a rotational/needs basis across our hubs in Birmingham, Bolton, Chatham, Edinburgh, Bristol, Manchester and Liverpool

**What you'll do**:
In this key role, you’ll be leading our Customer Experience teams in the UK, delivering high levels of good outcomes from your leadership of direct reports and respective teams. As the Head of Complaints, Customer Experience & Contact we’ll rely on you to work with teams without boundaries across the bank to reduce complaints improve advocacy in our approach to problem resolution whilst seeking opportunities to digitise, automate and optimise processes for customers and colleagues.

Your daily responsibilities will include:

- Managing resources, costs and industry leading outcomes through optimising fluctuating demand, unlocking efficiencies and experience opportunities in through exemplar operating disciplines
- Developing the complaint strategy and influencing a One-Bank approach through effective relations with industry peers, UKFI, Financial Ombudsman Service (FOS) and other external bodies
- Managing sizeable internal and external costs, such as compensation, remediations third-party fee’s Making sure that processes and infrastructure can meet the required outcomes through close collaboration with the Complaints Journey and Performance teams
- Develop and maintain succession and talent plans for key roles

**The skills you'll need**:
To join us in this role, you’ll need to have experience of working in a financial service environment and managing in a complex, high volume complaints handling role. You will have knowledge of FS complaint handling standards, FCA DISP rules and FOS procedures.

You’ll also have or be willing to progress to a QCF4 Diploma.

You will also demonstrate:

- A strong track record of being able to lead, motivate and inspire teams to deliver their very best
- Good collaboration skills and strong stakeholder relationship management skills
- The ability to manage conflict and resolve complex and sensitive disputes to negotiate settlements
- An ability to create innovative solutions operationally as well as create longer term strategies for repairing relationships with customers

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