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Team Leader - Complaints

Location: Dorset, South West
Salary: £30,000.00 per annum

Complaints Team Leader

Bournemouth

£25,000 - £30,000 dependant on experience

Monday to Friday



About the role

To deliver a quality complaint resolution service in line with business requirements and client service level agreements (SLAs), through a highly customer focused team, balancing people and technical skills with the ability to achieve results. You will assist the Customer Service Manager to lead continuous improvement to enhance the contribution made to the overall development of the Complaints utility model.

What you will do:

* Manage a team of advisors to deliver quality standards and service level targets through effective performance management
* Effectively plan and manage workflow to ensure contractual service levels are achieved.
* Promote positive customer perceptions continuously developing customer relationships aligned to Company values
* Through regular reviews, inspire, motivate, coach and develop individuals to achieve outstanding performance through personal leadership style and behaviours
* Facilitate change through personal commitment and ownership of organisational initiatives
* Develop culture of continuous improvement focused on enhancing the end to end customer experience whilst ensuring processes, procedures and people remain compliant
* Work with Overseer to maintain appropriate level of functional and technical expertise, including knowledge of products, procedures, services, systems and frameworks
* Promote identification and delivery of opportunities to provide timely and appropriate responses to complaints and to enable business improvements
* Manage team to identify and mitigate risks to the business
* Ensure staff attendance is maximised and unplanned staff turnover is minimal.
* Have accountability for the productivity and efficiency levels within their team and support all areas of customer services
* Analyse trends within FOS decisions; appeals, ensuring results; learns are shared with complaint handlers and that where applicable complaint handling guidelines and local processes are amended accordingly

Your experience will include:

* Relevant business/management qualification desirable - team leader/ management experience required
* Experience in a financial services organisation or customer service environment
* Relevant business exams including all internal regulatory tests is desirable
* Training & Competence accreditation
* Understanding of FCA guidelines, DISP and the importance of Treating Customers Fairly
* Willingness to study for further relevant qualifications to support role

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