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- Tasks: Lead a team to resolve customer complaints and enhance service quality.
- Company: Dynamic financial services firm focused on customer satisfaction.
- Benefits: Full-time role with competitive salary and career development opportunities.
- Why this job: Make a real difference by improving customer experiences and leading a passionate team.
- Qualifications: 3+ years in complaint handling and 2+ years in management required.
- Other info: Join a supportive environment that values engagement and personal growth.
The predicted salary is between 36000 - 60000 £ per year.
Job Title: Financial Services Complaints Operations Resolutions Manager
Department: Customer Resolutions
Management Responsibility for: Management of Team Leaders and the Complaints Operation
Reports to: Call Centre Manager
Location: UK WAHA
Contract Type: Full time ( 40 hours per week)
Job Summary / Overview
Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints.
You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders.
As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction.
We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers
To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing.
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)
- Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards
- Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability
- Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team
- Be point of escalation for all escalated complaints from the client
- Communicate accurately and professionally with the ability to make informed decisions
- Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards
- Identify root cause and have the ability to report and recommend any actions for continuous improvement
- Maintain effective control of all aspects of people processes including: absence management, 121s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks
Main Job Requirements
- Minimum 3 years experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role
- Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints
- Is able to demonstrate experience in complex, regulated customer service environment
- Can confidently manage assigned workloads at a team level
- Able to prioritise workloads to meet targets and timelines
Required Skills
- Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling
- Passionate about people engagement and delivering excellent customer service
- Attention to detail
- Is able to demonstrate excellent communication skills both verbally and in writing
- Comprehensive technical/computer skills
- Identifying RCA complaints types and actioning possible solutions to reduce said complaints
Competencies and Specific Skills
- People focused
- Is charismatic and engaging
- Excellent communication and influencing skills
- Advanced relationship building and stakeholder management skills
- Advanced levels of resilience and focus
- Self-motivated and can motivate others, with can-do attitude
Financial Services Complaints Operations Resolutions Manager (Bristol Area) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Financial Services Complaints Operations Resolutions Manager (Bristol Area)
✨Tip Number 1
Network like a pro! Reach out to people in the financial services sector, especially those who work in complaints management. Use LinkedIn to connect and engage with them; you never know who might have a lead on your dream job!
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and team management. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've motivated teams and improved customer service outcomes. This will demonstrate your ability to drive performance and employee engagement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Financial Services Complaints Operations Resolutions Manager (Bristol Area)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Financial Services Complaints Operations Resolutions Manager. Highlight your experience in complaint handling and management, and don’t forget to showcase your communication skills – both written and verbal!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how your previous experiences make you the perfect fit for this role. Keep it concise but impactful!
Showcase Your Achievements: When detailing your work history, focus on specific achievements that demonstrate your ability to manage teams and improve complaint resolution processes. Numbers speak volumes, so if you’ve improved performance metrics, let us know!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Teleperformance
✨Know Your Stuff
Make sure you brush up on your knowledge of financial services and complaint handling. Understand the key regulations and standards set by the Financial Conduct Authority, as well as the company's specific processes. This will show that you're not just interested in the role, but that you’re also prepared to hit the ground running.
✨Showcase Your Leadership Skills
Since this role involves managing Team Leaders and driving performance, be ready to share examples of how you've successfully led teams in the past. Think about times when you motivated your team or improved their performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Communicate Clearly
As a Complaints Operations Manager, excellent communication is key. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few written examples of formal complaints you've handled, showcasing your ability to construct clear communications with correct spelling and grammar.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle complaints. Think through potential situations you might encounter in the role and how you would address them. This will demonstrate your critical thinking and ability to manage operational risks effectively.