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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 growth opportunities.
- Other info: Join a supportive culture that values engagement and excellence.
- Why this job: Make a real difference by improving customer experiences and driving team success.
- Qualifications: 3+ years in complaint handling and 2+ years in management required.
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 (Liverpool) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Financial Services Complaints Operations Resolutions Manager (Liverpool)
✨Tip Number 1
Network like a pro! Reach out to people in the financial services sector, especially those who work in complaints management. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and team management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've motivated teams or resolved complex complaints. This will highlight your ability to drive performance and 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 (Liverpool)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Financial Services Complaints Operations Resolutions Manager role. Highlight your experience in complaint handling and management, and show us how you can deliver exceptional customer service.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your written application reflects that. Use clear, concise language and double-check for any spelling or grammar mistakes. We want to see your ability to construct formal communications!
Demonstrate Your Leadership Experience: We’re looking for someone who can lead and inspire a team. In your application, share examples of how you've managed teams in the past, focusing on your ability to motivate and engage others to achieve great results.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into our system. Plus, it shows you’re keen to join the StudySmarter family!
How to prepare for a job interview at Teleperformance
✨Know Your Stuff
Before the interview, 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 familiar with the role but also genuinely interested in how they operate.
✨Showcase Your Leadership Skills
As a Complaints Operations Manager, you'll need to lead and inspire your team. Prepare examples of how you've successfully managed teams in the past, focusing on how you motivated them and improved performance. Be ready to discuss your approach to coaching and developing others, as this is crucial for the role.
✨Communicate Clearly
Since excellent communication is key in this role, practice articulating your thoughts clearly and concisely. You might be asked to provide written examples or explain complex situations, so be prepared to demonstrate your ability to communicate effectively both verbally and in writing.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle complaints. Think of specific instances where you've identified root causes of complaints and implemented solutions. This will help you illustrate your analytical skills and commitment to continuous improvement.