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SalaryLooking for a new challenge?
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Take a look at our current vacancies. If you see a vacancy that is right for you, we encourage you to apply!
Customer Complaints Manager
If you are passionate and results driven individual, who prides themselves on leading a team that delivers exceptional customer service, join us in making a positive impact on our customer experience!
Contract: Permanent
Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern.
Salary: Circa £64,000
Reporting to: Head of Customer Services
London docklands
Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.
To be successful in this role you will have experience working as a people manager in a customer centric environment. You will have the ability to lead and coach a team through periods of change and support with learning and development, whilst creating and maintaining a positive team culture.
Being customer focused, you will play a pivotal role in being the second point of escalation for our customers. You will support the team to expertly deal with complaints and positively contribute to the customer experience by demonstrating our values. You will create an effective communication framework to support your team to proactively assist the organisation with stage 1 & 2 complaints.
Key responsibilities
- Delivering excellent operational performance and process, engaging in defining corrective action when needed and identifying opportunities to improve
- Own the reporting and meeting cadence with key stakeholders such as the IA and directorates
- Support the Head of Customer Service to define, govern and monitor operational KPI’s which support service complaint strategic goals
- Providing expertise and support to management in all Customer Experience, Quality and Knowledge matters
- Providing guidance and advice on ways of supporting our most vulnerable customers. Taking responsibility for handling our most sensitive and complex complaints from our customers and dealing with them in a timely manner
- Reviewing data and sharing insight to make a positive impact on what we are doing with escalated complaints, be the subject matter expert (SME) on effective complaint handling
- Partnering with our stakeholders and Casework Directorates ensuring learnings are shared, action plans implemented, and accountable owners identified to drive success
- Lead and empower your team of customer complaint advisors to track and analyse customer feedback and to identify organisational process or behaviour to improve service complaint handling
- Demonstrating sound decision-making skills to support the Advisors and Directorates and providing responses on our most complex cases
- Establishing the root cause of a complaint and ensuring a swift and satisfactory resolution, working within defined SLAs
To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:
Minimum Criteria
- Experience working as a people manager in a customer centric environment
- Can demonstrate tangible and measurable improvements across customer service and a commitment to exceptional customer service
- Effective stakeholder management to drive strategic improvements
- The ability to work with ambiguity, whilst applying a big picture approach to insight
Desirable Criteria
We would also like you to have the following skills:
- Possessing strong problem-solving skills to really get to the heart of the issues – you’ll need a rigorous understanding of what we do here, so you know exactly what good looks like
- Having very strong written and verbal skills, being able to adapt your style for your audience and engage with external stakeholders and suppliers
- The ability to work with ambiguity, whilst applying a big picture approach to insight
- Data and Insights driven
Why Financial Ombudsman Service?
We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here:
https://www.financial-ombudsman.org.uk/who-we-are/aims-values
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:
- 25 days holiday entitlement, with the option to buy extra or sell days
- Generous pension
- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
- Employee Assistance Programme
- Extensive opportunities for personal and career development
- Fully equipped on-site gym open 24 / 7 (London office only)
- Extensive Well-being resources including on-site therapists (London office only)
- Beautiful and bright London office looking over the Thames and near to mainline stations
- Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!
How do I apply?
- Please apply by uploading your current CV and supporting statement (no more than 550 words)
Applications need to be submitted by 23:59 Sunday 19th May 2024
Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!
A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.
We’re proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.
We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.
We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.org.uk and let us know your preferred method of contact.
Find out more
Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!
- LinkedIn: Financial Ombudsman Service
- Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us
Good luck with your application!
