Senior Complaints Manager
About the Role
LV= are looking for a Senior Customer Relations Manager to work as a key member of the Customer Excellence leadership team. This is an exciting opportunity to drive and take ownership for Customer Relations at a time when an already customer focussed organisation such as LV= is placing the achievement of the right Customer outcomes even higher on our agenda. This role operates across LV= GI, but with operational teams based across our Bournemouth, Bristol and Huddersfield offices.
Day-to-day you will ensure we respond to and resolve all customer complaints to the required regulatory and procedural standards for complaint handling. Never compromising on quality, you will aim to operate to maximum efficiency, securing customer results. This role is future focused and there will be an element of undertaking analysis, including trend identification and root causes.
The ability to challenge and influence is critical, to ensure the operation is at the forefront of meeting future digital business needs including increased use of technology and emerging customer demands. We are looking for an individual who is pragmatic and not afraid to challenge the status quo.
The successful candidate will be a driven individual who is strategically minded with an ability to form and bring to life a clear vision. You will be providing guidance and coaching to your team of up to 6 direct reports, developing capability in order to deliver required outcomes. With experience in a similar role, you will have the skills to provide strong operational and leadership support. You will have excellent influencing and negotiating skills, balancing the needs of the customer, regulator and business.
•Drive performance improvements to ensure we lead our competitors in customer relations
•Own the complaints framework for the whole of GI and its continuous improvement to ensure we are market leading.
•Work in Partnership with Customer Insight teams to drive actions to improve standards and gain buy in to hold business owners accountable for improvements.
•Steer Exec groups on course of action LV= should be taking to maintain and improve the customer experience in their business functions through the RCA and operational performance KPIs.
•Proactively engage senior leaders throughout GI to ensure understanding of complaint themes and win support for major customer resolution outcomes
•Assist Head of Training & Customer Excellence in the implementation and delivery of business strategies within the department
•Manage business plans, resources and budgets across sites in a style centred around customer and business outcomes with strong focus on continuous improvement, cost effectiveness, efficiency and employee engagement, ensuring that all service levels are maintained.
•Partner the Business Performance and Insight teams to provide accurate insight from root cause, quality analysis and trends. Ensure that systemic issues are highlighted and resolved, identifying training needs and working with the business to provide the appropriate training and coaching
•Ensure relationships are in place with the organisation, Partnerships, Technical & Legal business areas, Press Office and business managers to agree and manage Media, VIP complaints and serious exception responses, ensuring appropriate remedial action takes place.
•Deliver improved complaint resolution through provision of local technical expertise to support the operational front line teams and improve knowledge within and across business units.
About the Rewards
This role is a Band C in the LV= Structure. We want you to love what you do that’s why we’ve put together a benefits package that recognises and rewards a job well done.
We’ll give you:
- 30 days' holiday, with the option to buy up to 2 additional days