Customer Relations Manager - Financial Services

09 May 2017
08 Jun 2017
Contract Type
Full Time

Our Client

Our client is one of the UK’s biggest consumer websites and provides millions of users with free, independent, editorially-led information about money management. An exciting new opportunity has come about for a specialist Customer Relations specialist to take on a manager level role within their London office.

The Role

  • Leading a small team of 3 to ensure all queries/complaints are responded to quickly and efficiently and in line with the firms consumer stance and editorial guidelines
  • Ensuring all complaints about deals and offers featured on the site are thoroughly investigated by the team by:

-Liaising with problematic firms, building relationships to ensure timeframes are met and users receive appropriate redress

-Liaising with users for information to allow suppliers to deal with any complaints

  • Managing user relations and complaints processes
  • Continuously developing existing processes and procedures by challenging current practices and putting in new ones where appropriate
  • Maintaining up-to-date knowledge of Financial regulations (eg FCA complaint handling, SCOR guidelines)
  • Spotting system issues and constantly carrying out root cause analysis
  • Measuring, monitoring, analysing and reporting on key data
  • Understanding consumer trends/user feedback to contribute to the innovation of tools and guides

Key Requirements

  • People management experience
  • Operated in a customer service focussed role - preferably across the Financial Services sector
  • Candidates from the Financial Ombudsman or Financial Conduct Authority would be of particular interest
  • Ability to analyse data effectively with high attention to detail
  • Knowledge of TCF policy
  • Analytical and logical approach to work
  • Strong team work ethic and influencing
  • Able to adopt a pragmatic approach to case checking
  • Good analytical skills, capable of thinking logically and using initiative