Customer Resolutions Team Manager

Customer Resolutions Team Manager

Salary and Benefits: Starting from £34,037, company car, 27 days holiday plus bank holidays, generous pension scheme and so much more.

Full Time Permanent

Closing Date: 18th October

About our team:

Our Customer Resolutions team are here to make sure that we offer all of our customers the best possible service, even when things go wrong. If a customer has a complaint or problem, we aim to resolve the issue in a timely manner. We do this by listening, being sympathetic and treating everyone in a fair and just way..

What you'll be working on:

You will be responsible for managing the performance of the team of Executives. Through effective coaching and support, you will lead by example with a determined focus on great customer outcomes.

You identifying opportunities for continuous improvement, in an effort to ensure optimal quality and consistency of resolutions.

You will be responsible for monitoring complaint volumes and the continuous progression of individual complaints progress to ensure regulatory timescales are achieved and outcomes are delivered in line in line with the expectations of Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), and New Consumer Duty (NCD)

Your day to day:

• Leading and motivating a team of Customer Resolutions Executives and maximising their performance through delivering continuous coaching, support and by instilling a strong customer-centric focus.
• Managing multiple relationships with senior internal and external stakeholders, including but not limited to BoM, Brand Managers, BDM's, CSC, internal/external solicitors and FOS
• Monitoring caseloads at team and individual level to ensure Executives are progressing complaints in a timely manner, engaging with FOS and internal/external solicitors where appropriate in order to reach a satisfactory outcome
• Helping your team to ensure they are operating with a fair and balanced judgement to ensure appropriate and proportionate customer outcomes within relevant management limit of authority, by conducting a full and thorough investigation
• Accountable for team specific complaint types, ensuring that appropriate resource is assigned to provide timely resolutions and adherence to regulatory timeframes
• Where required, be competent to manage complex, high risk and/or high profile/media complaint escalations and BoM complaints
• Ensure team are operating with a fair and balanced judgement to ensure appropriate and proportionate customer outcomes within relevant management limit of authority, by conducting a full and thorough investigation
• Support decisions based on evaluated customer circumstance, inconvenience and distress, ensuring outcome is fair and balanced to achieve an appropriate and proportionate resolution
• Negotiate on a regular basis with Volkswagen Brand Customer Service Centre (CSC) and Retailer Network in order to reach an appropriate multi-partite solution ensuring the best outcome for the customer
• Conduct appropriate Quality Assurance activity which could include, but not limited to; call and written correspondence monitoring, process and procedure adherence and customer outcome audits, to ensure team meet or exceed quality standards

Desired Skills and Experience:

• Proven ability to liaise with and manage stakeholder expectations.
• Confident in dealing with, and managing expectations of customers and colleagues.
• Ability to demonstrate systematic thought processes, plan and manage own workload/delivery.
• Understanding of all relevant aspects of legislation/requirements, including but not limited to NCD, DISP, FOS and relevant Vulnerable Customer guidance.
• Experience of working in a complaints environment, either within financial services or another industry type.
• Demonstrable extensive people management experience.
• Experience in Complaint handling.
• Knowledge of contract management systems - i.e. CRM, SAP, CMS, and Avaya.

• Salary Starting from £34,037
• Discretionary bonus
• Company Car
• 27 days holiday + Bank Holidays
• Access to exclusive deals and discounts website plus so much more

We want you to achieve at your best and enjoy a successful career with us!

About Volkswagen Financial Services

If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can