Complaints Manager

☞ Retail Merchant Services

View: 106

Update day: 11-06-2024

Location: Milton Keynes South East

Category: Executive management Production / Operation

Industry: Computer Software Staffing Recruiting Financial Services

Position: Mid-Senior level

Job type: Full-time

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Job content

JOB TITLE:Complaints Manager

REPORTS TO:Head of Customer Care Operations

SUPERVISES:5 reports

The Company

Retail Merchant Services (RMS) is a UK based payments services organisation. We have been in business for over ten years and currently employ over 250 colleagues.

We recognise that small and mid-sized businesses are the backbone of our economy. They make up 99.9% of the private sector and employ over 16 million people. Our mission is to make their lives easier. We do this by giving these businesses the products, tools, and services that make it easier for them to be in control of their payments.

We are a dynamic business with big plans to expand both our company and our offerings, and are looking for talented, energetic, and passionate people to join our team and be part of our ambitious journey.

About The Role

Retail Merchant Services are currently recruiting for a Complaints Manager to join our growing team at our Milton Keynes Head Office.

As part of Customer Care Operations management team, you will lead our Complaints department. We are on a journey to create an operation that can deliver excellent customer service every time, but sometimes things don’t quite go to plan.

As Manager of our complaints team, you will be responsible for effectively managing and providing resolution to all complaints within RMS, completing root cause analysis of complaints to drive improvement in our processes and ability to deliver complaint free service, internal and external governance, and reporting (FOS) and leading our team of complaints handlers.

Accountabilities
  • Manage to successful resolution all complaints and expressions of dissatisfaction raised by our customers.
  • Manage Executive complaints process with satisfactory customer and executive outcomes
  • Define complaints policy and procedures with support from compliance officer and drive to continually improve
  • Provide internal and external governance reporting to a high standard that meets or exceeds FCA and Financial Ombudsman requirements
  • Define and execute on regular root cause analysis in order to improves customer journeys and continually improve the customer experience and drive efficiencies within our processes
  • Deliver to SLA to drive positive customer outcomes and meeting compliance requirements
  • Manage caseload and provide reporting on service levels
  • Monthly provide governance reporting to Senior Management team on complaints and dissatisfaction
  • Work with Senior Management team, including Head of Customer Care and Head of Customer experience to continually improve the customer journey
  • Coach and develop the complaints team
  • Work as part of the Customer Care Management team to deliver service across the teams for our customers
  • Define and continually improve of complaints strategy and approach, to include legal and compliance changes to ensure that we are compliant
Person spec/competencies
  • Previous experience (5 year+) of managing complaints and customer resolution teams
  • A background of working in a regulated financial services environment with exposure to risk and compliance requirements is preferable
  • Ability to think strategically and put policies and processes in place that systemically improve the customer journey
  • Demonstrable evidence of delivering operational change and an attitude of continual improvement
  • Comfortable with analysing and critically assessing data. Using data to solve problems
  • An experienced People Manager, able to deal autonomously with HR
  • Very strong interpersonal skills, able to operate at multiple levels in the organisation
  • Ability to think critically about process
  • Drive strategy by being able to use deep SME knowledge as a springboard to strategic thinking
Our Mindsets

Customer Obsessed- We keep the people we are serving front and centre in the decisions we make, the products and services we deliver…In everything we do.

Pace- Debate, decide and do. We prioritise action knowing we are agile and can adjust on the move.

Heads up ­- We are aware of how our actions impact others and look out to the market to understand what our customers want and what our competitors are doing.

Restless for Improvement- We challenge the status quo and use experience, data, and insight to make things easier for our customers. We do not tolerate mediocrity and strive to make things better.
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Deadline: 26-07-2024

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