Marcus by Goldman Sachs, Complaints Manager, Associate, Birmingham Birmingham United Kingdom ...

About the Role

We're looking for an experienced Complaints Leader that has a passion for customer service to join our growing customer support team. If you have worked in a contact centre environment and have strong understanding of operational processes with good presentation and communication skills, we want to hear from you. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer agent roles play a vital role in upholding the three customer support principles of customer focus, process innovation, and risk management.

Responsibilities

• Oversee the management and reporting of customer complaints, including Executive Complaints and Financial Ombudsman cases.
• Provide leadership, clear communication, coaching and professional development to complaints specialists, ensuring performance targets and agent satisfaction are achieved.
• Act as a senior point of escalation, directly handling complex customer enquiries and complaints, including fraud cases, and ensuring prompt, high quality resolution within established timescales.
• Ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
• Manage the E2E resolution of customer complaints, within given timescales.
• Collaborate closely with legal, compliance, and cross functional teams to maintain process efficiency and effective complaint handling.
• Provide regular and ad hoc complaint reports, including root cause analysis, for senior management and regulatory purposes.
• Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives.
• Recommend changes to reduce complaints and enhance customer experience, using root cause analysis.
• Drive enhancements in business processes, optimise resource allocation, and ensure audit compliant administrative procedures.
• Identify technological enhancements and assist in the development of tech requirements impacting Operations processes within the business.
• Allocate workloads across multiple channels to ensure efficient resource utilisation.
• Employ principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls.
• Conduct internal quality audits of the customer support team and support the delivery of corrective action plans, training, and communication to improve quality outcomes.
• Own and control risk for Complaint processes and assist management team in driving positive operational improvements.
• Work closely with Business Risk Managers to identify key controls and escalation procedures. Proactively identify any new issues or risks and work to ensure suitable controls are in place.

Requirements

• An understanding of complaint regulations such as DISP, and complaints management along with the wider regulatory environment.
• Self directed team player, ability to drive high performance and work independently or in a team oriented and fast paced environment.
• Proven ability to lead by example, with a positive attitude.
• Excellent communication and interpersonal skills.
• Good analytical and problem solving skills.
• Proven delivery of excellent customer experience and advocacy.
• Strong customer focus and a good telephone manner.
• Ability to lead teams and drive performance standards.
• Good leadership skills and the ability to motivate and develop staff.
• A desire to help others work towards targets and develop their skills.
• Ability to set, meet and exceed targets.
• Ability to manage change.

Basic Qualifications

• Minimum of 5 years of customer service experience (with at least 2 years in a complaints capacity).
• In depth product knowledge across Banking and Savings within retail banking.

Preferred Qualifications

• Complaints leadership in a retail banking environment.