Description
Role - Customer Treatment Manager
Duration - 4 months
Location - Halifax
Responsibilities, Accountabilities and Deliverables
- Task and Line manage a team of Customer Treatment Assistant Managers
- Support upskilling of Customer Treatment Assistant Managers and wider team
- Lead the design of consistent and fair Customer Treatment Strategies
- Present Customer Treatment Strategies (or other applicable papers) within various senior stakeholder forums ensuring key stakeholders are fully briefed and bought in beforehand
- Provide support to Customer Treatment Assistant Managers, reviewing and recommending consistent approaches and strategies to ensure the right outcome for the customer
- Champion a customer centric approach by Influencing and consulting senior stakeholders and colleagues
- Recommend and approve key messages within customer and colleague communications to support treatments
- Facilitate Root Cause Analysis ensuring findings are documented and agreed by source business area
- Recommend, agree and support turn-the-tap-off activities and local preventative measures with business areas to mitigate against the occurrence and re-occurrence of issues
- Develop own plans and manage the plans of the team for timely delivery of activities against agreed milestones whilst ensuring compliance with relevant governance
- Facilitate impact assessments against changes to agreed plans and milestones, ensuring reasons are fully understood and accepted by management and partners
- Accurate completion of Rectifications databases, spreadsheets and templates to provide a robust audit trail
- Provide and deliver solutions and recommendations to drive continuous improvement activity
- Provide robust, timely and accurate reports and papers for various senior forums
Essential Skills, Qualifications & Experience
- Customer Treatment experience
- Rectification experience
- Team Management and leadership skills
- Presentation skills to a senior audience
- Stakeholder and ability to influence at an Executive level
- Analytical skills
- Planning