Customer Service Complaints Team Lead

4 weeks ago

London, Greater London, United Kingdom Chip Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Complaints Team Manager to join our team at Chip. As a key member of our Customer Service team, you will be responsible for delivering exceptional customer service and resolving complaints in a timely and professional manner.

Key Responsibilities
  • Manage and lead a team of Complaints Specialists to ensure excellent customer service and complaint resolution.
  • Develop and implement effective complaint handling processes and procedures to ensure compliance with regulatory requirements.
  • Collaborate with cross-functional teams to identify and resolve customer complaints and improve overall customer experience.
  • Monitor and analyze customer feedback and complaints to identify trends and areas for improvement.
  • Develop and implement training programs to ensure team members have the necessary skills and knowledge to handle customer complaints effectively.
  • Ensure all customer complaints are handled in accordance with company policies and procedures.
  • Provide coaching and guidance to team members to ensure they have the necessary skills and knowledge to handle customer complaints effectively.
  • Collaborate with the Customer Service team to develop and implement strategies to improve customer satisfaction and loyalty.
  • Monitor and report on customer complaint metrics to ensure compliance with regulatory requirements.
Requirements
  • Proven experience in customer service and complaint handling, preferably in a financial institution.
  • Strong leadership and management skills, with the ability to motivate and develop a team.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
  • Ability to analyze and resolve complex customer complaints in a timely and professional manner.
  • Knowledge of regulatory requirements and industry standards related to customer service and complaint handling.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.
  • Strong problem-solving and analytical skills, with the ability to identify and resolve customer complaints and improve overall customer experience.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.
  • A comprehensive training program to ensure you have the necessary skills and knowledge to succeed in your role.
How to Apply

If you are a motivated and experienced customer service professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you

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