At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and resolve complaints effectively.
- Company: Join a forward-thinking insurance company focused on customer advocacy and regulatory excellence.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for professional growth.
- Other info: Be part of a supportive culture that values continuous improvement and employee wellbeing.
- Why this job: Make a real impact on customer outcomes while developing your leadership skills.
- Qualifications: Experience in customer relations and a passion for delivering fair outcomes.
The predicted salary is between 45000 - 55000 £ per year.
This is a fantastic opportunity for the best candidates in customer relations and complaints leadership who are motivated by customer advocacy, leadership, regulatory excellence and making a genuine impact on customer outcomes.
We're looking for an experienced Customer Relations Team Manager to lead a multi-disciplined team responsible for customer complaints, escalated contacts, Financial Ombudsman Service referrals and customer advocacy across our insurance claims business. This is a pivotal leadership role where you'll influence customer outcomes, drive regulatory excellence and help shape how we continually improve our service. You'll lead a talented team of Customer Relations Handlers, Senior Handlers, FOS Specialists and Administrators, creating a culture that puts customers at the heart of everything we do. If you're passionate about leadership, customer fairness and delivering outstanding service in a regulated environment, we'd love to hear from you.
What will your day look like:
The Opportunity
As Customer Relations Team Manager, you'll be responsible for ensuring complaints and customer concerns are investigated thoroughly, resolved fairly and handled in line with FCA regulations, Consumer Duty principles and industry best practice. You'll be the driving force behind a high-performing team, using insight, coaching and operational expertise to enhance quality, improve customer outcomes and identify opportunities to strengthen our wider business processes. This is a role where you'll make a genuine difference, not only to customers, but also to the development of your people and the future success of the business.
What You'll Be Doing
- Lead and Inspire High-Performing Teams
- Lead, motivate and develop a multi-disciplined team of Customer Relations professionals.
- Create a culture of accountability, collaboration and continuous improvement.
- Deliver regular coaching, mentoring and performance reviews to help colleagues reach their potential.
- Foster employee engagement, wellbeing and career development.
- Identify future talent and succession opportunities across the function.
- Build confidence and capability within the team through effective leadership and support.
- Deliver Exceptional Customer Outcomes
- Oversee the investigation and resolution of customer complaints and escalated enquiries.
- Ensure complaints are resolved fairly, consistently and within regulatory deadlines.
- Act as escalation point for complex, sensitive or high-risk customer cases.
- Promote customer advocacy by ensuring vulnerability, distress and individual customer circumstances are fully considered.
- Maintain exceptional standards of customer communication, both written and verbal.
- Review and approve complaint responses and redress proposals where appropriate.
- Drive Regulatory Excellence
- Serve as a regulatory expert and champion best practice across the function, maintaining compliance with FCA requirements, Consumer Duty, DISP Complaint Handling Rules, Treating Customers Fairly principles, ICOBS requirements, GDPR and Data Protection legislation, Financial Ombudsman Service expectations, Vulnerability guidance and customer outcome frameworks.
- Ensure regulatory developments are embedded effectively into operational processes and colleague training.
- Use Insight to Drive Improvement
- Analyse complaints data, customer feedback and operational MI to identify trends and opportunities.
- Monitor service levels, complaint volumes, FOS referrals, uphold rates and quality outcomes.
- Conduct root cause analysis and support business-wide improvement initiatives.
- Use customer feedback and complaint insight to influence process improvements across the wider claims operation.
- Partner with key stakeholders to deliver meaningful change that improves customer outcomes and operational performance.
- Build Strong Stakeholder Relationships
- Work closely with insurers, clients, operational teams, compliance, risk and senior leadership.
- Act as a trusted expert on complaint handling, customer outcomes and regulatory expectations.
- Support wider business initiatives that enhance customer experience and service quality.
Knowledge and Abilities:
What We're Looking For
- Proven leadership experience within a customer relations, complaints or insurance claims environment.
- Strong background managing complaints within regulated insurance or financial services businesses.
- Experience leading complaint handlers, FOS specialists and customer support functions.
- Track record of improving customer outcomes, quality standards and operational performance.
- Experience using management information and complaint data to influence business decisions.
- Strong stakeholder management and change leadership experience.
Knowledge & Expertise
- Thorough understanding of FCA regulations and conduct requirements, Consumer Duty expectations, DISP Complaint Handling Rules, Financial Ombudsman Service processes, insurance claims and customer service best practice, customer vulnerability frameworks, risk management and compliance standards.
Skills & Attributes
- Inspirational people leader who develops high-performing teams.
- Strong coaching and performance management capability.
- Excellent decision-making and problem-solving skills.
- Passion for delivering fair customer outcomes.
- Skilled at handling complex and sensitive customer situations.
- Analytical and data-driven approach.
- Excellent communication and relationship-building skills.
- Organised, resilient and able to manage multiple priorities.
- Committed to continuous improvement and operational excellence.
How Success Will Be Measured
You'll play a vital role in delivering outstanding customer outcomes and regulatory performance, with success measured through:
- Complaint resolution quality and timeliness
- Customer satisfaction outcomes
- FOS referral and uphold rates
- Consumer Duty performance measures
- Audit and compliance results
- Team engagement and retention
- Productivity and service delivery metrics
- Root cause identification and business improvement initiatives
Qualifications Essential
- GCSE (or equivalent) in English and Mathematics.
- Commitment to continuous professional development.
- Demonstrable knowledge of FCA regulation, Consumer Duty, DISP, ICOBS and Financial Ombudsman Service requirements.
Benefits
- Career & Purpose
- Davies Innovation Lab
- Leadership training programme
- Funding for professional qualifications
- Thrive at Davies; learning opportunities
- Environmental & Social
- The Davies Foundation
- Local charity funding
- Pennies To Heaven
- Employee Resource Groups
- Employee volunteering programme
- Financial Health
- Pension, 5% employee and 5% employer contribution
- My Choices at Davies provides; High Street discounts and Financial wellbeing hub
- Life assurance: x4
- Refer a Friend
- Cycle to Work Scheme
- Lease car salary sacrifice
- Davies Incentive Plan
- Enhanced maternity, paternity and adoption pay
- Mental, Physical & Emotional Wellbeing
- Wellbeing centre; move, munch, money & mind focus
- Discounts with 100's of UK retailers
- EAP; 24/7 confidential helpline
- 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
- Flexible working
- Dress for your day
- Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
- Flexible benefits include; holiday purchase plan and an opportunity to purchase health cash plan and BUPA dental plan
Customer Relations Team Manager in Preston employer: Davies
Davies is an excellent employer, offering a vibrant work culture in Glasgow that fosters professional growth and development for its employees. With a focus on collaboration and innovation, the company provides comprehensive training and mentorship opportunities, ensuring that you can thrive in your role as a Senior Paralegal. Additionally, the dynamic legal environment allows for meaningful contributions to motor litigation cases, making your work both rewarding and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Team Manager in Preston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Davies. 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 Davies 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 Relations Team Manager in Preston
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 Davies:Your cover letter is your chance to shine! Tell us why you want to work at Davies 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 Davies!
How to prepare for a job interview at Davies
✨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.
