Customer Relations Specialist (Financial/Automotive) in Manchester

Duration: 6 Month Contract

Location: Manchester

Applicants MUST have proof of immediate, on-going and valid eligibility to work full time in the UK and travel within the EU.

£17.96 per Hour - Inside IR35 - Umbrella Rate

Position Description:

The Customer Relations Specialist is responsible for ensuring that their team's objectives are met and exceeded by ensuring that the following responsibilities are carried out:

• Effective Controls
• Precise logging of complaints and production of accurate and timely regulatory complaint reports and associated commentary to be shared at Executive and Board level
• Accurate data capture, tracking and regulatory reporting of complaint expenditure and tax information for internal and external publication
• Attending complaints forums such as KRI/Quality Forum
• Provide support to the Department and to wider teams by addressing any gaps identified through complaint root cause analysis
• Regular contact with the Clients' Customer Relationship Centre in Daventry to follow up on Merchandise issues
• Handling RAC referrals for vehicle inspections
• Liaison with the Clients' Executive Office and Technical team
• Follow up of letter issuance ensuring regulatory mandated timescales are met
• Regular liaison with the Legal and Compliance teams on complex matters and evolving legislation
• Logging and administration of invoices, purchase orders and supplier reviews from suppliers such as FOS, legal costs and the RAC
• Monthly reviews of all complaint cases with departmental Management
• Involvement in ad hoc meetings and projects to provide complaints data input
• Support regular GAO, BDO and MCRP Audits of Complaint handling processes

Skills Required:

• People Management, prompt management of employee absence and performance issues
• Ensure that your team members attend mandatory training courses, such as Compliance Training
• Drive development and delivery of employee training requirements to improve efficiency and effectiveness through quarterly check-ins for your team
• Performance Measurement
• Setting team and individual objectives, which support those of the department and the FCA guidelines on complaint turnaround times.
• Completion and review of the daily, weekly and monthly performance metrics to identify opportunities for improvement and highlight best practices.
• Ensure that the appropriate level of coaching is undertaken regularly to improve performance and recognize achievements within your team specifically related to the quality of complaint handling and customer letters.
• Use management information from all sources to monitor and improve performance where required.
• Lead team and individual recognition for achievement within your team.

Skills Preferred:

• Resourcing, work with the Customer Support Management Team to ensure that your team members are effectively managed and organized to ensure the Customer Support Departments' objectives and SLAs are successfully met.
• Quality and Process Improvement, be competent in the work streams and responsibilities of the team under your area of control
• Complete monthly reviews to improve the quality & consistency of work.
• Encourage process improvement and efficiency suggestions from all team members and support implementation as appropriate.
• Liaise with operational departments to ensure cross-departmental co-operation and resolution of all issues.

Experience Required:

Essential:

• Previous experience in coaching, developing and managing team members
• Experience in analysing and interpreting performance data and trends and preparing and delivering presentations to senior managers and external partners
• Experience in building strong working relations with internal and external stakeholders and suppliers (such as Financial Ombudsman, the team and senior management)
• Experience of strong communication skills with proven ability to influence and negotiate successful outcomes when handling customer dissatisfaction / escalation / complaints.
• Proven experience as a people leader, managing and motivating a team of people to achieve their objectives
• Strong organisational skills with the ability to work to strict time deadlines and remain effective under pressure to prioritise personal tasks as well as those of the team
• A strong quality mind-set with attention to detail and understanding of the importance of maintaining internal controls and process adherence, particularly associated to regulator reporting
• Proficient in the use of Office applications and data validation (particularly Excel, PowerPoint)
• Strong understanding of the Fair treatment of Customers and evidence of how this is consistently incorporated into the role as appropriate

Experience Preferred:

• Previous experience in Customer Support, Dealer Services
• Previous experience within a Customer Services/ Complaints/ Banking environment
• Previous experience of dealing with the Financial Ombudsman or external regulators

Additional Information:

Hybrid, 3 days in Manchester and 2 at Home