Customer Services Manager
- Recruiter
- Brook Street
- Location
- Potters Bar, Hertfordshire, England
- Salary
- £40000 - £55000 per annum + Excellent benefits and career opportunity
- Posted
- 26 Sep 2017
- Closes
- 24 Oct 2017
- Ref
- ENF/671198
- Contact
- Rebecca Martin
- Sectors
- Banking & Financial Services
- Contract Type
- Permanent
- Hours
- Full Time
We have an exciting opportunity to work for a large corporate company close to Enfield.
This company can offer a impressive benefits package and very competitive salary
They are based in large modern offices with onsite parking
You would be managing a team of 30 - 50 staff with 4 direct reports
The role would involve managing customer service teams across product lines as required, ensuring service level target levels are fully understood and met, quality standards are maintained and costs are appropriate.
Continually review and initiate appropriate remedial action to ensure product lines are managed as effectively as possible to meet the requirements of the policyholders
Lead and develop direct reports to ensure their capabilities are developed to ensure an ethos of continuous improvement and ability to adapt to change are embedded
Responsible for the Complaints & Financial Promotions team who investigate and resolve sales, multiple response and Financial Ombudsman Service (FOS) admin complaints.
Ensuring complaint training is carried out for the department, risk based sampling is completed and recommendations for improvements made.
Responsible for embedding a culture of professionalism and development.
Recruit, develop, coach and monitor supervisors and teams completing customer-facing tasks and/or customer-supporting processes ensuring departmental and individual objectives are achieved.
Lead a Product Working Group, responsible for understanding the product lifecycle, customer needs and goals, regulatory responsibilities and shareholder expectations. The Product Working Group will include people from across the business. Responsible for reporting to the Product Management Committee on status and progress, highlighting issues and risks as appropriate.
Proactively investigate, document and make recommendations to management and committees (e.g. Compliance Committee) as to action that should be taken for products to ensure we are dealing with customers appropriately and meeting shareholder expectations. Ensure reports are collated and submitted.
This is a rare and exciting opportunity! If this sounds like the opportunity you are looking for please email your CV ASAP or contact the office on 0208-363-2122