Customer Complaints Manager

2 weeks ago

London, United Kingdom Financial Ombudsman Services Full time

we encourage you to apply

Customer Complaints Manager

London docklands

To be successful in this role you will have experience working as a people manager in a customer centric environment. You will have the ability to lead and coach a team through periods of change and support with learning and development, whilst creating and maintaining a positive team culture.

Being customer focused, you will play a pivotal role in being the second point of escalation for our customers. You will support the team to expertly deal with complaints and positively contribute to the customer experience by demonstrating our values. You will create an effective communication framework to support your team to proactively assist the organisation with stage 1 & 2 complaints.

Key responsibilities

Delivering excellent operational performance and process, engaging in defining corrective action when needed and identifying opportunities to improve

Own the reporting and meeting cadence with key stakeholders such as the IA and directorates

Support the Head of Customer Service to define, govern and monitor operational KPI’s which support service complaint strategic goals

Providing expertise and support to management in all Customer Experience, Quality and Knowledge matters

Providing guidance and advice on ways of supporting our most vulnerable customers. Taking responsibility for handling our most sensitive and complex complaints from our customers and dealing with them in a timely manner

Reviewing data and sharing insight to make a positive impact on what we are doing with escalated complaints, be the subject matter expert (SME) on effective complaint handling

Partnering with our stakeholders and Casework Directorates ensuring learnings are shared, action plans implemented, and accountable owners identified to drive success

Lead and empower your team of customer complaint advisors to track and analyse customer feedback and to identify organisational process or behaviour to improve service complaint handling

Demonstrating sound decision-making skills to support the Advisors and Directorates and providing responses on our most complex cases

Establishing the root cause of a complaint and ensuring a swift and satisfactory resolution, working within defined SLAs

Minimum Criteria

Experience working as a people manager in a customer centric environment

Can demonstrate tangible and measurable improvements across customer service and a commitment to exceptional customer service

Effective stakeholder management to drive strategic improvements

The ability to work with ambiguity, whilst applying a big picture approach to insight

Desirable Criteria

We would also like you to have the following skills:

Possessing strong problem-solving skills to really get to the heart of the issues – you’ll need a rigorous understanding of what we do here, so you know exactly what good looks like

Having very strong written and verbal skills, being able to adapt your style for your audience and engage with external stakeholders and suppliers

The ability to work with ambiguity, whilst applying a big picture approach to insight

Data and Insights driven

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

25 days holiday entitlement, with the option to buy extra or sell days

Generous pension

Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few

Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others

Employee Assistance Programme

Extensive opportunities for personal and career development

Fully equipped on-site gym open 24 / 7 (London office only)

Extensive Well-being resources including on-site therapists (London office only)

Beautiful and bright London office looking over the Thames and near to mainline stations

Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too

How do I apply?

Please apply by uploading your current CV and supporting statement (no more than 550 words)

Applications need to be submitted by 23:59 Sunday 19th May 2024

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

Find out more

Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there

LinkedIn: Financial Ombudsman Service

Good luck with your application

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