Customer Service Manager

Management of Complaints Experts - setting direction and clarity of expectation, creating a high performing team through continual coaching and motivating
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Promote and drive operational excellence, embedding a culture of continuous improvement both within the team and wider business
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Deliver a cost-effective function that meets our operational KPIs and is wholly compliant with the regulatory framework in which it operates
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Track progress and report performance, displaying incremental improvements over time, against KPI targets
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Carry out deep dive analysis into complaint reasons to identify opportunities to enhance the customer experience and collaborate with respective business areas to drive improvement
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Understand defects which generate complaints and identify improvement to reduce complaints at point of escalation
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Set up quarterly customer focus workshops with your team to help identify process improvement initiatives to improve customer experience and drive them through to conclusion
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Handle escalated customer queries and take full ownership of any customers who require management support
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Represent us with wholesalers, regulators, consumer groups and other external stakeholders
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Utilise knowledge and experience to develop the function and identify initial training gaps, the work collaboratively with the L&D to build a plan that will raise the capability, skills and knowledge of the complaints team.
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Work cross-functionally with ensure stakeholder engagement to management and influence successful resolution of complaints
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Build external stakeholder relationship and management of performance to ensure a market leading complaints service for customers
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Hold regular team meetings to discuss updates and team performance progress and provide real time feedback to the team members to improve performance.
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Ensure regular 1-2-1's with all team members to discuss performance and to celebrate successes and to identify opportunities for improvement and build them into individual development plans with team aligned to their aspirations.
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Create a culture of collaboration and high performance by using performance metrics to generate a strong team culture
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Act as a role model who embraces change and considers the bigger picture
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Be responsible for ensuring that the information and records processed (received, created, used, stored, destroyed) on behalf of the company are managed in compliance with ALL applicable legislation, codes and policies e.g. GDPR Data Protection, Information Security and Records Management;