Customer Service Director
4 weeks ago
At Davies, we are seeking a highly skilled Customer Service Director to lead our Customer Relations Division. This is a crucial role within our organization, responsible for leading a department that supports a diverse range of clients and customers.
Key Responsibilities:
Ensure service delivery in line with specific client and regulatory requirements in respect to Complaints management.
Be a day-to-day contact for both internal and external stakeholders in respect to complaints, with a key focus on customer experience, root cause analysis and continuous improvement.
Manage a team of Complaint and Admin handlers, including personal and professional development, objective setting, structured performance reviews and support.
Own and oversee internal and client MI, ensuring accuracy of data before issue.
Deliver key service metrics, with a particular focus on complaints mitigation, lifecycle, regulatory milestones, and team compliance to process.
Be responsible for the customer care philosophy across all lines of claims including but not limited to property, niche, casualty and motor.
Be responsible for review and sign-off of all compensation awards – taking into consideration client philosophy and regulatory guidance.
Encourage an approach to complaints management centred around customer experience, ensuring best practise in-team, but also in root cause analysis and feedback to Claims teams.
Monitor the unit's team performance against the agreed Client service level, internal key performance indicators and agreed operational business objectives.
Develop strong relationships with clients and the claims management community, providing proactive complaints analysis and support, constructive feedback and praise for outstanding performance.
Work collaboratively with Training & Quality team to address areas for improvement through coaching, identified through root cause analysis.
Requirements:
Minimum 5 years complaints handling experience
Minimum 5 years people management experience
Understanding of FCA, FOS and Lloyds complaints processes
Strong user of Word, Excel, PowerPoint and capable of producing reports and data analysis
Understanding of all regulatory issues (people, FSA, Data Protection, TCF, Consumer Duty etc)
Proven ability to work with senior management, claims/legal professionals, other insurers, brokers, affiliated companies and clients.
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