Senior Complaints Team Manager - Contact Centre

Division
Operations

Location
Home Counties

Salary
£45,000 - £50,000

Reference
888226h

Consultant
Hazan Beliger
haz@contactcentrepartners.com
020 8989 7779

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Senior Complaints Team Manager

£40,000 - £45,000

Maidenhead

Contact Centre Partners are happy to support a client with the role of Senior Customer Resolution Team Manager. The role holder will be responsible for effectively managing all complaints across the wider business ultimately ensuring that all complaints are administered and resolved in accordance with regulatory requirements, and company standards.

ROLE OVERVIEW:

  • Develop and implement plans to ensure that a high quality, consistent standard of Customer Service is delivered in line with business objectives, budget and KPI's; including pipeline management, case allocation, daily workload planning and adjustments
  • Be able to analyse data, trends, root cause and design and implement suitable functions
  • Real Time Coaching, Training, Learning and Development and Performance Management
  • Quality Checking
  • Continually review and maintain an appropriate Operational Risk & Control Framework
  • Support the communication and closure of outstanding actions of Risks or Audits within agreed timescales
  • Stakeholder and senior management engagement
  • Drive and improve quality, customer services

EXPERIENCE:

  • Experience of working within a high volume and regulated complaints environment ESSENTIAL
  • Experaince working in a regulated enviroment recenty ESSENTIAL
  • Essential 4 or more years as a senior team manager
  • Proven experience of leading a team with a focus on developing people - essential
  • Achievement or working towards a relevant qualification such as CeMap, CeRCH (desirable)
  • Demonstrable ability to quickly implement tactical plans to deliver objectives
  • Strong people focused leader with proven leadership capability
  • Excellent stakeholder management skills
  • Commercial acumen, connecting needs of our clients, customers, colleagues and company to create value

Please note this is a senior team manager and applicants who have 4 or more years with regualted background and strong comlaints will be considered.