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For Companies At a Glance
- Tasks: Lead a team to resolve customer complaints and ensure top-notch service.
- Company: Join a dynamic financial services company focused on customer satisfaction.
- Benefits: Enjoy a competitive salary, engaging work culture, and opportunities for growth.
- Why this job: Make a real impact by improving customer experiences and leading a passionate team.
- Qualifications: 2+ years in complaint handling and 1+ year in management required.
- Other info: Office-based role in Glasgow with a focus on employee engagement.
The predicted salary is between 22800 - 53280 £ per year.
Job Title: Financial Services Customer Resolutions Manager (Complaints)
Department: Customer Resolutions
Management Responsibility for: Management of a Team Leader and up to 15 Complaints handlers
Reports to : Call Centre Manager
Location: Glasgow Cuprum UK – (Hybrid – 3 Days in Office 2 Days – Work at home)
Contract Type: Full time ( 40 hours per week)
Salary: £45k
Job Summary / Overview
Main responsibilities of the role include leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints.
You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders.
As the Customer Resolutions Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction.
We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers
To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing.
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)
- Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards
- Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability
- Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team
- Be point of escalation for all escalated complaints
- Communicate accurately and professionally with the ability to make informed decisions
- Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards
- Identify root cause and have the ability to report and recommend any actions for continuous improvement
- Maintain effective control of all aspects of people processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks
Main Job Requirements
- Minimum 2 years’ experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role
- Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints
- Is able to demonstrate experience in complex, regulated customer service environment
- Can confidently manage assigned workloads at a team level
- Able to prioritise workloads to meet targets and timelines
Required Skills
- Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling
- Passionate about people engagement and delivering excellent customer service
- Attention to detail
- Is able to demonstrate excellent communication skills both verbally and in writing
- Comprehensive technical/computer skills
- Identifying RCA complaints types and actioning possible solutions to reduce said complaints
Competencies and Specific Skills
- People focused
- Is charismatic and engaging
- Excellent communication and influencing skills
- Advanced relationship building and stakeholder management skills
- Advanced levels of resilience and focus
- Self-motivated and can motivate others, with can-do attitude
Salary up to £38K
Complaints Manager employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Familiarize yourself with the Financial Conduct Authority (FCA) standards and guidelines. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to compliance and quality assurance in complaint handling.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Highlight specific instances where you motivated your team to achieve exceptional customer service outcomes, as this aligns perfectly with our focus on employee engagement.
✨Tip Number 3
Be ready to discuss your experience with root cause analysis (RCA) in complaints management. We value candidates who can identify underlying issues and propose actionable solutions to reduce complaint volumes, so come prepared with relevant examples.
✨Tip Number 4
Prepare to demonstrate your communication skills during the interview. Since the role requires excellent verbal and written communication, practice articulating your thoughts clearly and concisely, especially when discussing complex complaint scenarios.
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in complaint handling and management within a Financial Services organization. Use specific examples that demonstrate your ability to lead a team and deliver excellent customer service.
Craft a Strong Cover Letter: In your cover letter, emphasize your passion for people engagement and your commitment to delivering exceptional customer service. Mention your experience with formal complaint handling and how you can contribute to the company's goals.
Showcase Communication Skills: Since the role requires excellent written communication skills, ensure that your application is free of spelling and grammatical errors. Use clear and concise language to convey your qualifications and experiences.
Highlight Leadership Experience: Detail your previous management roles and how you have successfully motivated and coached teams. Provide examples of how you have driven performance and quality assurance in past positions.
How to prepare for a job interview at Teleperformance
✨Showcase Your Leadership Skills
As a Complaints Manager, you'll need to lead and inspire your team. Be prepared to discuss your previous management experiences, focusing on how you motivated your team and improved performance. Share specific examples that highlight your ability to create a positive team culture.
✨Demonstrate Your Complaint Handling Expertise
Make sure to highlight your experience in complaint handling within the financial services sector. Discuss any complex cases you've managed and the strategies you used to resolve them. This will show your understanding of the regulatory environment and your capability to handle challenging situations.
✨Communicate Clearly and Effectively
Excellent communication skills are crucial for this role. Practice articulating your thoughts clearly and concisely, both verbally and in writing. You might be asked to provide examples of written communications you've crafted for formal complaints, so have those ready.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think about potential complaints scenarios and how you would approach them, including identifying root causes and recommending solutions to reduce complaint volumes.
