Client Experience Manager

Here at StepChange Debt Charity we are seeking an experienced Client Experience Manager to join our dynamic department in Leeds City Centre. The successful applicants will receive a competitive salary.

As part of our ongoing growth, we’re looking to appoint a Client Experience Manager to lead our quality assurance and complaints processes.

Working within the wider compliance team and reporting to the Head of Risk & Compliance, you’ll define and maintain a robust quality assurance monitoring programme that’s in line with FCA and operational requirements. You’ll recommend client focused service and process improvements and work with operational managers to ensure FCA and TCF compliant standards and processes are in place. You’ll lead a small team to help identify areas of risk but also to help support operational areas and develop their teams to achieve FCA requirements.

As our Client Experience Manager you’ll be the point of reference for management within the organisation to provide advice on the ongoing development of control measures and will administer the charity’s risk management system; ensuring logs are updated and published within agreed timescales. Leading a small team you’ll take ownership of the charity’s complaints policy, making sure any expressions of dissatisfaction are recorded and dealt with within the required timescales and that complainants are treated fairly.

To be successful in the role you’ll need an in-depth knowledge of debt advice within the charity and how this is applied across the various operational departments.

You’ll have an awareness of the key regulatory ‘hot spots’ within the advice industry and be able to identify strategies to deal with these going forward. The ability to think strategically and creatively is essential along with being able to implement effective short and medium-term plans.

The ideal Client Experience Manager will have excellent people management skills and will be a strong communicator who is able to influence and negotiate at all levels. You’ll be a logical thinker with strong problem solving skills as well as highly numerate and analytical.

The role requires knowledge of compliance and FCA regulation together with the flexibility to travel to any of the StepChange Debt Charity offices when required.

This is a full time post however, consideration will be given to candidates who wish to work part time hours who have the right skills and experience.

If you have the skills and experience to become our Client Experience Manager please click ‘apply’ today.

StepChange Debt Charity is an Equal Opportunities Employer and we place great importance and value in the training and development of all our colleagues