Customer Service Supervisor

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 service when delivering outcomes for our customers.

Location: Work at home - UK only, we cannot accept applications from abroad

Salary: £33,000

Hours: full-time, flexibility required 

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.

• To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing.

   

Key Responsibilities and Accountabilities 

• Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards

• Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability

• Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team

• Be point of escalation for all escalated complaints

• Communicate accurately and professionally with the ability to make informed decisions

• Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards

• Identify root cause and have the ability to report and recommend any actions for continuous improvement

• Maintain 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 frameworks

Main Job Requirements

• Minimum 1 years’ experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role

• Can demonstrate the ability to construct clear and concise written communications, using correct selling and grammar, specific to formal complaints

• Is able to demonstrate experience in complex, regulated customer service environment

• Can confidently manage assigned workloads at a team level

• Able to prioritise workloads to meet targets and timelines

Required Skills

• Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling

• Passionate about people engagement and delivering excellent customer service

• Attention to detail

• Is able to demonstrate excellent communication skills both verbally and in writing

• Comprehensive technical/computer skills

• Identifying RCA complaints types and actioning possible solutions to reduce said complaints

Competencies and Specific Skills

• People focused

• Excellent communication and influencing skills

• Advanced relationship building and stakeholder management skills

• Advanced levels of resilience and focus

• Self-motivated and can motivate others, with can-do attitude