Head of Customer Relations

Recruiter
MERJE Ltd
Location
United Kingdom
Posted
12 Jan 2018
Closes
13 Feb 2018
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time

Our client is looking for a Head of Customer Relation to Lead, direct and be accountable for all elements of the complaints operation. The role has a significant influence on the effective delivery of a quality, risk and compliance capability throughout the operations that effectively supports and enhances the customer experience.

Responsibilities

  • Work as an integral part of the Senior Management team to deliver relevant business solutions contributing to the overall service strategy.
  • Lead a large and complex operational area over two sites.
  • Ensure accurate assessment and proactive management of complaint handling in accordance with the agreed service level agreements.
  • Establish, develop, deliver and maintain an operational delivery plan in line with budget.
  • Continually identify and implement improvements to achieve both effective and efficient operation of the department and compliance with regulatory requirements, and ensure effective contribution to the business unit.
  • Ensure complaints administration adheres to current and future FCA & CQC regulations.
  • Accountable for complaints reports and metrics ensuring they are fit for purpose and meet requirements of the appropriate governance meetings.
  • Responsible for complaints procedures and processes, ensuring document review procedures are maintained and current versions are being utilised.
  • Identify operational risks and implement mitigating controls with appropriate risk escalation where necessary to ensure adherence to appropriate FCA regulatory requirements.
  • Work with Quality Assurance to ensure quality standards are continuously improved by the Customer Relations/ Complaints team.
  • Review and contest, where appropriate, Ombudsman decisions and incorporate learning outcomes in to process improvements.
  • Ensure capture of complaints and expressions of dissatisfaction are continuously improved to facilitate root cause analysis.
  • Lead on identification and reduction of issues causing dissatisfactions and complaints to continuously improve customer satisfaction year on year.

Qualifications, Training & Experience:

  • Extensive Financial Services or regulated environment experience.
  • Proven track record of leading large operational teams of people and complex operational areas in a dynamic customer centric environment.
  • Experience of liaising with external partners, third party supplier’s key decision makers and internal business relationships.
  • Skilled facilitator and delivery of people and process change.
  • Proven track record in delivering significant customer service improvements in a multi-functional environment through sound planning and project based methodology skills.
  • Sound understanding of customer insight.
  • Experience of influencing decisions at all levels of the organisation.
  • Excellent coaching skills and a recognised leader with integrity, charisma and gravitas.