Complaints Team Manager

JR United Kingdom; Paisley; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading BPO is seeking a Complaints Team Manager for their Glasgow City Centre office. The role involves leading a team to ensure effective complaint resolutions, providing training, and maintaining high customer service standards. Candidates should have experience in financial services and team management.

Benefits

Life Assurance

Health Cash Plan

Staff Discounts

Colleague Recognition Scheme

Well-being Centre Access

Free Snacks and Drinks

Discounted City Centre Parking

Referral Scheme

Mentorship Program

Qualifications

• Minimum of 12-18 months managing a Complaints/Financial Services team.
• Proven track record in delivering against objectives in complaints.
• Experienced coach and developer for advisers.

Responsibilities

• Create a sense of urgency within the team.
• Understand and communicate company objectives.
• Develop team members through personalized plans.

Skills

Customer Service Awareness

Coaching

Team Development

Data Interpretation

Job description

Social network you want to login/join with:

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.