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.

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
• Experience & Qualifications 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
• Desirable:
• 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