Customer Resolutions Team Manager

2 weeks ago

Milton Keynes, Milton Keynes, United Kingdom Volkswagen Financial Services Full time
About Our Team

Volkswagen Financial Services is committed to delivering exceptional customer experiences, and our Customer Resolutions team plays a vital role in achieving this goal. As a Customer Resolutions Team Lead, you will be responsible for managing a team of Customer Resolutions Executives, ensuring they have the necessary tools and support to resolve customer complaints efficiently and effectively.

Key Responsibilities
  • Lead and motivate a team of Customer Resolutions Executives, providing coaching and support to maximize their performance and customer-centric focus.
  • Manage multiple relationships with senior internal and external stakeholders, including Brand Managers, BDMs, and FOS.
  • Monitor caseloads at team and individual levels to ensure Executives are progressing complaints in a timely manner, engaging with FOS and internal/external solicitors as needed.
  • Ensure team members operate with a fair and balanced judgment, conducting thorough investigations to achieve appropriate and proportionate customer outcomes.
  • Accountable for team-specific complaint types, ensuring timely resolutions and adherence to regulatory timeframes.
  • Negotiate with Volkswagen Brand Customer Service Centre (CSC) and Retailer Network to reach multi-partite solutions, ensuring the best outcome for customers.
  • Conduct Quality Assurance activities, including call and written correspondence monitoring, process adherence, and customer outcome audits, to ensure team meets or exceeds quality standards.
Desired Skills and Experience
  • Proven ability to liaise with and manage stakeholder expectations.
  • Confident in dealing with and managing customer and colleague expectations.
  • Ability to demonstrate systematic thought processes, plan, and manage workload/delivery.
  • Understanding of relevant legislation and requirements, including NCD, DISP, FOS, and Vulnerable Customer guidance.
  • Experience in complaints handling, preferably in financial services or a similar industry.
  • Demonstrable extensive people management experience.
  • Knowledge of contract management systems, such as CRM, SAP, CMS, and Avaya.
What's in it for you?
  • Salary starting from £34,037.
  • Discretionary bonus.
  • Company car.
  • 27 days holiday + Bank Holidays.
  • Access to exclusive deals and discounts website.

We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current toolkit of skills, we support many cross-functional opportunities. We want you to achieve at your best and enjoy a successful career with us.

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