Customer Relations Team Leader

2 days ago

Bristol, United Kingdom Markerstudy Full time

Overview:
**Job title**:Customer Relations Team Leader (Secondment)

**Contract type**: 12-month secondment

**Job Overview**

Responsibility for the day to day running of the complaints team, ensuring efficient resource allocation and maintenance of service standards.

**Responsibilities**:
**Responsibilities**
- Ensure complaints workloads are handled in a timely and consistent manner in all required areas
- Report on departmental SLAs, including adherence to FCA guidelines and timescales
- Report writing on customer trends
- Identify and implement potential processing enhancements and efficiencies
- Analyse, develop, implement and drive solutions that will enhance the customer experience
- Regular monitoring and audit of complaint cases
- Pro-actively work to reduce volume of FOS casefiles

Qualifications:
**About you**
- Excellent ability to identify root causes of complaints and drive innovation to reduce short, medium and long term complaint volumes.
- Customer Focused
- Excellent insurance knowledge
- Behavioural characteristics: support the development of effective working relationships with stakeholders and include qualities such as ethics, trustworthiness, and personal organization.
- Previous experience of successful complaint handling
- Previous experience of working within a financial services environment is essential with a thorough knowledge of the FCA’s regulatory requirements in respect of complaints handling
- Ability to work to targets in a fast paced environment
- Excellent communication skills, written and verbal

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