Complaints Team Manager

JR United Kingdom; Glasgow; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading business process outsourcer seeks a Complaints Team Manager for their Glasgow office. This managerial role focuses on maintaining high standards in complaint resolution by leading a skilled team within a supportive environment. The position offers competitive salary, training, and various perks, fostering career growth in the financial services sector.

Benefits

Life Assurance

Health Cash Plan

Staff Discounts

Colleague Recognition Scheme

Well-being Centre Access

Free Snacks and Drinks

Discounted Parking

Refer a Friend Scheme

Mentorship Program

Qualifications

• 12-18 months' experience managing a Financial Services or Complaints team.
• Proven track record in a contact centre environment.
• Experience in delivering against objectives.

Responsibilities

• Motivating and training the complaints team.
• Building an engaging culture and urgency within the team.
• Interpreting data to remedy performance shortfalls.

Skills

Customer Service Awareness

Team Development

Coaching

Job description

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JOIN A TRUSTED OUTSOURCER TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY ARE SERVE.

Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry.

Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company.

Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset!

FINANCIAL SERVICES COMPLAINTS TEAM MANAGER

We currently have an exciting opportunity for a Complaints Team Manager within a fast paced Complaints campaign working from our Glasgow City Centre Office.

As a Complaints Team Manager, you will act as the glue that holds the complaints team together, provides the training and motivation to the team to reach effective complaint closures.

Location: Glasgow City Centre Office

Job Type: Full-time, Permanent

Hours: 37.5 hours per week

Monday– Friday between 8am – 6pm. NO WEEKENDS!

Salary: £30,000 + Performance Bonus

Role Requirements

• Ideally you will have a minimum of 12-18 month’s experience managing a Complaints/ Financial Services team – * Banking would be advantageous *
• A proven track record in delivering against set objectives in complaints, quality and regulatory requirements within a contact centre environment is essential.
• Ability to demonstrate a high degree of customer service awareness.
• Experienced coach and developer for advisers leading from the front in demonstrating what good looks like
• Ability to train and develop staff

Key Responsibilities:

• Creating a sense of urgency within the team by building an energetic and engaging culture
• Understand and buy into the overall aims and objectives of the company and provide clear communications to your team.
• Ability to interpret data, spot trends and put in place action plans to remedy short falls.
• Developing team members in line with their personal development plans and performance reviews - utilising call recording sessions, internal training and one to one sessions.
• Ensuring full adherence to regulatory requirements.
• Learning, retaining knowledge and coaching staff on detailed knowledge.
• Presenting new processes to staff ensuring all advisors are fully trained.
• Comprehensive Training with experienced Trainers
• Life assurance - providing coverage at 1x your basic salary in the event of unforeseen circumstances
• Health Cash Plan - helping you claim back the cost of everyday healthcare
• ‘Perks at work’ staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more…
• Colleague Recognition Scheme – Become a Huntswood Hero!
• Regular colleague engagement activities where you could earn additional incentive
• Access to an online Well-being centre that has a variety of tools to nurture your overall health
• Free Fruit, Tea, Coffee & Hot Chocolate on site
• Discounted Premium City Centre Parking
• Refer a friend scheme (earn £1000 for each person you refer)
• Mentorship program to grow and develop within the company

In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.

To help you stay safe in your job search Huntswood will only ask for contact details via email when first contacting you and not any other personal details.

Huntswood, A Results-CX company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.