Customer Resolution Team Leader - Affinity Search and Selection Limited : Job Details

Customer Resolution Team Leader

Chester

Up to £37000

Monday - Friday

The purpose of the role

Reporting to the Customer Resolution & Onboarding Manager, the Customer Resolution Team Leader role is responsible for managing and motivating a team of Customer Resolution Associates that handle all complaints for the group. The Complaints Team Leader will ensure that all customer complaint cases are managed in a timely, efficient and courteous manner and that good customer outcomes are achieved through the detailed understanding of customer concerns and the formulation of fair and efficient resolutions. The role is responsible for ensuring that customer cases are handled in line with prescribed company procedure, regulatory requirements, and the principles of Treating Customers Fairly, whilst providing exceptional customer service

Key Responsibilities

• Manage the day-to-day organisation and workload of the Customer Resolution Associate team ensuring that complaint cases are responded to within the internal service level and within regulatory timescales.
• Provide support and guidance to the whole team, fostering a culture of high performance, accountability, and continuous development. Assisting the team with complex cases to build knowledge.
• Review and manage team performance, implementing necessary measures to develop the skills and capabilities of team members.
• Advise, guide and coach the members of the Customer Resolution Associate team to achieve their personal, performance and professional goals.
• Strive for continuous improvements with the ability to propose new processes or system improvements to create efficiencies within the department.
• Assisting the team members with complex cases to build knowledge and enhance the skills and capabilities of the team.
• Reviewing the quality of the team’s customer correspondence and case investigations to identify any areas for improvement and/or training.
• Contribute towards team recruitment decisions, assisting with interviews and good candidate selection

What we are looking for

• Experience in a team leader role, either complaint handling in financial services or a consumer-focused business.
• Strong knowledge of the Motor industry
• The Customer Resolutions team leader will need to motivate and coach their team members to maximise both individual and team performance, excellent team building and people skills are a must.
• Possess good time management skills and experience of managing a high workload
• Self-motivated, persistent, diligent and enthusiastic.
• Strong influencing and negotiating skills.
• Precise and clear in written and verbal communication.
• Confident in liaising with all levels of staff to enable cultivation of strong working relationships will all levels of staff including the Leadership team.
• IT literate with proficiency with Microsoft Office Suite.

As part of the recruitment process our client carries out Credit Checks and DBS checks for all positions.