Customer Service Complaints Team Lead

3 weeks ago

London, Greater London, United Kingdom Chip Full time
Job Title: Customer Service Complaints Team Manager

As a Customer Service Complaints Team Manager at Chip, you will be responsible for leading a team of Complaints Specialists in delivering exceptional customer service and resolving complaints efficiently. You will report directly to the Head of Customer Service and be accountable for achieving CS complaints targets and KPIs.

Key Responsibilities:
  • Lead and motivate the Complaints Team to meet key KPIs and deliver high-quality service
  • Manage probation reviews, weekly/monthly 1-2-1s, and performance management
  • Write 'Final Response Letters' to customers and handle complaints reporting and escalations
  • Organize OOH cover, manage leave requests, and ensure adequate staffing to meet customer demand
  • Collect and report data to drive performance and enhance the customer experience
  • Support the team with customer complaints and respond to customers during periods of high volumes
  • Ensure the team works within SLAs and KPIs, and identify and resolve potential issues in complaints service delivery
Requirements:
  • Strong people management experience and excellent knowledge of management methods and techniques
  • Experience in complaints management at a financial institution and ability to take ownership of customer issues
  • Previous exposure to managing and motivating a team remotely and ability to think strategically and lead
  • Advanced troubleshooting and multi-tasking skills, and strong communication and negotiating skills
What We Offer:
  • Discretionary share option bonus, workplace pension scheme, and private medical insurance
  • Employee Assistance Programme, cycle to work scheme, and season ticket loan
  • Free ChipX subscription for UK-based employees, flexible working arrangements, and unlimited holiday
  • Annual £1500 Personal Learning Allowance and £30 per month Chip Fitness Benefit
Our Interview Process:
  1. Video screen with someone from our Talent team
  2. Video interview with the hiring manager
  3. Final interview with the VP of Customer Success

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