Head of Complaints in Basildon, Essex

Our client are seeking a Customer Service Director to join their team on a 10-month contract (Maternity Cover).

Day rate: This role will be paid on a daily rate, his is flexible and open to negotiation (Inside IR35 - via umbrella).

Length: 10-month contract

Location: Basildon, Essex (3+ days a week in the office).

Overview

This role is within the wider Operations Team therefore good initiative, ability to think on your feet and experience working in a fast-paced environment is essential.

The Operations function is outsourced to First Merchant Processing (Ireland) and so most of the role is overseeing the operation duties and supporting the ROI business.

With the support of the team (Complaint & Error Handlers), the role will also be responsible for the overall management and oversight of Complaints, Errors and Voice of Customer Programme.

In addition, working with internal stakeholders and strategic partners to identify and implement efficiencies within the existing infrastructure and scalable solutions for business initiatives such that we deliver an unrivalled Client Experience.

Responsibilities include:

• Work alongside the team to ensure effective management of Complaints & Errors in line with regulatory timeframes.
• Work alongside the team to ensure effective management of the Voice of Customer programme. Ensure monthly NPS reporting is created and shared with senior management team.
• Accountable for achieving complete resolution of customer issues and inquiries in conjunction with "Customer First" initiatives and in line with CBI regulations and internal policies and procedures
• Independently reviewing legal and Ombudsman cases to make decisions based on evidence to provide customers with fair treatment and any necessary remedial action.
• Act as a point of escalation for the team in the management of all cases.
• Investigating the root cause of Errors/ Complaints to address, escalate, or implement change with the aim to improve the service offering overall.
• Building and maintaining relationships with various teams internally to drive operational excellence and achieve the service expectations of the customers.
• Analysing the Error/ Complaints data to identify systemic and Client-impacting trends and escalating through proper channels of leadership.
• Support the monitoring of outsourced functions by collecting, storing control records, and analysing business service KPIs and metrics at Intragroup and external level.
• Maintain the Outsourcing Register, Vendor and KRI Dashboards, IT and other key controls as part of the Outsourcing Controls framework.
• Develop new procedures and improve existing ones as part of the Outsourcing Risk Management programme, working with Internal Audit and Risk to address any control issues.
• Provide status updates on vendor management activities to Risk for regular updates to the Enterprise Risk Controls Committee and Senior Management.
• Delivering reporting and trend analysis to senior management as agreed monthly.

Skills/Experience

• Experience in Errors/Complaints handling, ideally within a financial services or regulated environment
• Ability to work well under pressure and meet regulated deadlines.
• Proven ability to manage and defuse conflict.
• Customer focused with a desire to treat customers fairly.
• Proficient user in MS Office especially word, outlook and excel.
• Previous experience of working with multiple, complex systems is essential.
• Proven as a solution orientated individual with a proven ability to solve complex problems using own initiative.
• A natural empathy with customers and a desire to drive improvements in business processes.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.