Head of Customer Relations/Complaints

Harvey Nash IT Recruitment UK
600.00 - 660.00 GBP Daily + None
16 Apr 2019
18 Apr 2019
Customer Service
Contract Type
Contract / Interim

Head of Customer Relations/Complaints
A leading financial organisation are looking to hire a Head of Customer Relation to lead the main complaint handling operations.

This is a varied and exciting role in the complaints team which reports to the Director of Client Engagement.

You will lead the main complaint handling operation of approximately 40 staff supported by your Team Leaders. You will work closely with the UK Client Services management team and with wider business colleagues such as Human Resources, Compliance, Operations, and Sales etc.

You will have responsibility for ensuring that the complaints operation runs smoothly (to regulatory standards) and that the teams reporting to you are appropriately resourced, understand their objectives and are achieving them. This will involve playing a leading role in staff recruitment and associated ongoing people development and management activities. You will act as an escalation point for decisions and customer calls where necessary.

Key Responsibilities

  • Deliver operational change and new procedures associated with the introduction of a complaints management system
  • Identify and drive improvements to productivity and operational state, through cultural change where necessary
  • Ensure that an excellent level of customer service is delivered and KPI's, quality targets and regulatory standards are consistently achieved
  • Manage performance at team and individual level, identifying development needs and ensuring the right support mechanisms are in place. Hold regular 1:1 reviews and perform appraisals
  • Set team objectives and support the teams in their delivery
  • Lead regular management meetings to organise daily working arrangements, identify areas requiring focus and ensure the teams are working collaboratively
  • Manage complaints that are escalated through the teams through to satisfactory conclusion
  • Drive identification of improvement and efficiency opportunities, and take forward as required to secure delivery
  • Manage staffing levels to ensure the teams are suitably resourced to deliver a high quality and cost efficient service
  • Perform a leading role in recruitment, working closely with HR recruitment teams and agencies to ensure high quality candidates and a clear understanding of the roles to be filled

Experience and Qualifications Required

  • Experience of effectively managing multiple teams or a sizable group in the Financial Services environment
  • Strong recruitment and interviewing experience; working with HR department or external agencies
  • Confident in presenting to groups and experienced in leading and chairing meetings
  • Driven self-starter, keen to take on responsibility and new projects
  • Experienced in performing 1:1's, appraisals, delivering feedback and managing performance/attendance
  • Good understanding of work flows and process mapping
  • Confident at communicating and building relationships with employees at all levels within the organisation
  • Excellent verbal and written communication skills, both to customers and internal colleagues
  • Strong awareness of risk and the importance of mitigating controls and escalation

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