Complaints Manager - NS&I account - Customer Care Team
This is a full-time position based in Lytham with flexibility in hours of work.
You will be required to undergo, successfully gain and maintain a BPSS security clearance check to undertake this position.
There will be occasional travel required to other ATOS’ and Client’ Sites, where permitted during Covid 19 restrictions.
To lead and motivate a team of 70-100 FTE and four team leaders (minimum) you will be required to develop and drive a high-performance culture and strive to deliver first call resolution.
We work in line with Financial Ombudsmen Service Guidelines and Financial Conduct Authority to ensure that our customers are treated fairly so it will be part of your role to ensure that the team and processes adhere to these guidelines.
To ensure the teamwork within all required compliance, legal and regulatory requirements with all relevant knowledge and training requirements being undertaken and adhered to.
Through root cause analysis and strong stakeholder relationships across business areas, you will work collaboratively to reduce customer complaints, creating feedback loops and liaising with training teams to upskill, where necessary.
Keeping our approach to complaint handling current / fresh you will be looking to gather insight from other organisations to act as stimulus to shape our customer care ethos and processes.
To motivate staff managing both quality and productivity with effective delivery of contractual performance indicators
Through selection, training and strong performance management ensure that the team have the skills and behaviours required to be world class complaint handlers.
Customer feedback will reflect the value we place on them, as you utilise your strong process management skills, coaching and development skills to create a process and experience that is truly customer centric.
Proactively support the Transformation and change activities to support contractual requirements around making NS&I easier for customers to do business with.
Support maintenance of all relevant Industry standards (ISO, IIP, CCA etc.)
Foster a positive team spirit and contribute positively to Team morale, addressing any concerns in a timely manner. Proactively support Company initiatives around Staff wellbeing
Responsible for cost centre budget includes the management of costs for staff, travel, overtime, subsistence and value add activities.
Ensure effective resource deployment to enable the delivery of service ensuring employees are managed effectively and in line with appropriate policies
Actively demonstrate enhanced relationship with the client and wider Atos. Demonstrate the ability to influence the Client and wider business area decisions in a positive manner
Ensure the timely and accurate collation and analysis of management information. Perform root cause analysis of data where required resolution.
You will have a background of people leadership, working to develop, motivate and performance manage people to be the best they can be.
You will have a strong coaching background.
Experience of working in and leading others in a financial services or other regulated environment.
As a people leader you will be strong in understanding HR processes and procedures linked to people management.
You will be able to evidence your ability to shift team performance and maintain strong performance.
You will have energy and a curious attitude to ensure that the team are focused and energised to solve problems.
You will be required to work within Financial Ombudsman Service, Financial Conduct Authority and other appropriate regulatory requirements and standards.
Used to working in a team environment supporting colleagues and working to tight timeliness and quality targets.
Be computer literate, able to create and analyse complex data to enable more focused problem solving.
Experience in a customer centric environment.
Skills we’d like :
Change implementation planning and management
Performance management (of others)
Professional development (of others)