At a Glance
- Tasks: Lead a dynamic team to resolve customer complaints and drive performance.
- Company: Join a diverse and inclusive organisation committed to employee growth.
- Benefits: Competitive salary, hybrid work model, and supportive team environment.
- Other info: Opportunity for career growth in a fast-paced, supportive workplace.
- Why this job: Make a real impact by ensuring fair outcomes for customers while developing your leadership skills.
- Qualifications: Experience in managing complaints teams and strong knowledge of FCA regulations required.
The predicted salary is between 34696 - 34696 £ per year.
Role: Customer Resolutions Team Manager
Location: Hybrid role based at our welcoming office in Datchet (minimum 2 days per week), SL3 9LL, just off the M4
About the Role
This is a fantastic opportunity for a complaints manager to support a high-performing team in delivering fair, timely and regulatory-compliant outcomes for customers.
In this fast-paced and dynamic environment, you’ll be a key driver of performance, quality, customer outcomes and team engagement.
You’ll coach and develop your team, create an inclusive and supportive working environment, and ensure consistently high standards across written and verbal complaint handling.
You’ll play an important role in ensuring adherence to FCA requirements, Consumer Duty principles and internal procedures, while identifying opportunities to improve service delivery, reduce reopened complaints and support the wider operation.
- What You’ll Be Doing
- Team Leadership & Support
- Lead, motivate and support a team of complaint handlers to deliver fair and consistent customer outcomes.
- Hold regular team meetings, daily check-ins and individual one-to-ones to share updates, review performance and encourage collaboration.
- Manage attendance, sickness, approval of hours and employee matters fairly and in line with internal policies.
- Prioritise wellbeing by remaining visible and available to your team, signposting colleagues to support where needed.
- Keep guidance, knowledge articles and training materials up to date and accessible for advisors.
- Performance & Quality
- Monitor individual and team performance daily, using reports to identify trends, risks and opportunities for improvement.
- Coach and develop team members through feedback, performance conversations and targeted support.
- Ensure complaints are handled within agreed service levels, including regulatory DISP timeframes where applicable.
- Support high-quality written and verbal complaint responses that are clear, fair, accurate and customer focused.
- Champion strong quality assurance, compliance and customer outcome standards across the team.
- Continuous Improvement
- Work with the Operations Manager and support functions to identify and implement process improvements.
- Review complaint trends, root causes and reopened complaints to support better customer outcomes.
Audit work and processes to ensure consistency, quality and adherence to internal procedures.
- Support business change and improvement activity across the operation.
- Customer Experience & Compliance
- Support the end-to-end complaints process, ensuring fair, timely and compliant resolutions.
- Champion FCA regulations, Consumer Duty principles, GDPR requirements and internal procedures.
- Communicate effectively with internal stakeholders and wider support teams regarding complaint outcomes and resolutions.
- What We’re Looking For
Applicants must be able to demonstrate
- Strong demonstrable experience in managing a complaints team within an FCA-regulated environment.
- Proven experience of leading and developing people, including conducting performance reviews, coaching, performance improvement conversations and managing employee wellbeing.
- Strong knowledge of FCA regulations, including Consumer Duty, DISP requirements, Treating Customers Fairly (TCF) principles and complaint handling best practice.
- Experience of managing complaint volumes and service levels, ensuring complaints are resolved fairly and within regulatory and business timescales.
- Experience analysing complaint trends, root causes and performance data to identify risks and drive service improvements.
- Excellent written and verbal communication skills, with the ability to review and coach high-quality complaint responses.
- Experience of quality assurance and compliance monitoring, with the ability to identify and address quality concerns effectively.
- Demonstrable experience of achieving operational KPIs, including productivity, quality, customer outcomes and employee engagement measures.
- Strong stakeholder management skills, with experience working collaboratively across operational and support functions.
- Digitally confident in Microsoft Office applications and experience using complaint management and reporting systems.
Desirable
- Experience within the automotive finance, financial services or consumer credit sector.
- Knowledge of Financial Ombudsman Service (FOS) processes and interactions.
- Experience leading teams through change and continuous improvement initiatives.
If you’re an experienced complaints leader who is passionate about leading with purpose, driving performance and supporting a team that delivers fair and consistent customer outcomes, we’d love to hear from you.
Diversity & Inclusion Statement
It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity or religion.
Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.
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Customer Resolutions Team Manager in Datchet employer: Arvato Limited
Arvato Limited is an exceptional employer that values its employees by offering a supportive work culture and a competitive salary package, including a generous Welsh speaking allowance. With a focus on employee growth and development, the company provides access to various benefits such as life insurance and a pension scheme, making it an attractive choice for those seeking meaningful and rewarding employment from the comfort of their own home.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolutions Team Manager in Datchet
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arvato Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arvato Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Resolutions Team Manager in Datchet
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arvato Limited:Your cover letter is your chance to shine! Tell us why you want to work at Arvato Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arvato Limited!
How to prepare for a job interview at Arvato Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
