Financial Services Complaints Team Leader

Other Jobs To Apply

Job Title: Financial Services Complaints Team Leader Department: Customer ResolutionsManagement Responsibility for: Management of a Team up to 15 Complaints handlersReports to: Operations ManagerLocation: UK Work at HomeContract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role include leading a team 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 feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Customer Resolutions 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 team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standardsContinually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capabilityLiaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your teamBe point of escalation for all escalated complaintsCommunicate accurately and professionally with the ability to make informed decisionsEnsure any material operational and conduct risks are identified, raised and managed in accordance with process and standardsIdentify root cause and have the ability to report and recommend any actions for continuous improvementMaintain effective control of all aspects of people processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworksMain Job RequirementsMinimum 2 years’ experience of complaint handling within a Financial Services organisation, and minimum 1 year in management roleCan demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaintsIs able to demonstrate experience in complex, regulated customer service environmentCan confidently manage assigned workloads at a team levelAble to prioritise workloads to meet targets and timelines Required SkillsPrevious management experience within a Financial Services organization, with extensive knowledge of formal complaint handlingPassionate about people engagement and delivering excellent customer serviceAttention to detailIs able to demonstrate excellent communication skills both verbally and in writingComprehensive technical/computer skillsIdentifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific SkillsPeople focusedIs charismatic and engagingExcellent communication and influencing skillsAdvanced relationship building and stakeholder management skillsAdvanced levels of resilience and focusSelf-motivated and can motivate others, with can-do attitude

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...