Complaints Team Leader

London  ‐ Onsite
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Keywords

Description

Complaints Team leader

The purpose of the is to -
Lead a team of 6 Case Managers/Senior Case Managers to deliver effective, efficient and compliant complaint resolution, Quality Assurance and proactive customer management, both on a reactive (complaints) and proactive (proactive business review) basis, ensuring that we deliver excellent service to our customers, Regulators (Financial Ombudsman Service (FOS) and Financial Services Authority (FSA) and stakeholders, ultimately enabling the bank to restore trust with its Regulators and customers.

Key accountabilities -

  • Leading the team and ensuring everyone understands what is expected of them and how they are performing, have the appropriate resources, skills and knowledge needed to be effective, efficient and compliant
  • Managing individual team member performance, team overtime, timekeeping and attendance, and resolving issues, grievances and conflicts in line with company policies, processes and procedures
  • To deliver excellent customer service and achieve centre performance targets
  • Provide development, coaching and support for team members and provide accurate, current advice as appropriate support to customers and colleagues
  • Utilise information from the Quality Assurance Teams as necessary to develop quality improvement plans which will increase the quality of output from your teams, including providing robust feedback to your team and highlighting trends for improvement
  • Resolving escalated complaints, issues and problems, including appropriate further escalation as required, achieving the best possible outcome for the customer and the business in line with Regulation
  • Working proactively with other Team Leaders, Operation Managers, other colleagues and other Bank areas to ensure consistency
  • Carry out stakeholder management, liaising with senior executives providing updates on individual matters and trends identified
  • Take suggestions for operational process improvements and lead the delivery of these, supporting colleagues to accept and adapt to the resulting changes, to deliver a better service for our customers and/or improve efficiency

Essential experience -

  • Excellent written and verbal communication skills
  • Excellent understanding of complaint handling rules and approach
  • Detailed understanding of complaint handing and FSA guidelines
  • Good knowledge of operational risk
  • Excellent understanding of the Banks systems eg Customer System
  • Broad understanding of the Financial Services market and a depth of knowledge of the products, services and customers of the business area being supported
  • Experience of leading a team or achieving results through others using established coaching and training techniques
  • Leading and motivating people
  • Managing performance
  • Managing change

If you feel you fit the required profile, please submit your CV.

Start date
ASAP
Duration
3 months
From
Hydrogen Group
Published at
30.03.2013
Project ID:
514112
Contract type
Freelance
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