Customer Quality Manager (Complaints) Job In Wolverhampton

Customer Quality Manager (Complaints)

  • £31000 per annum
  • Posted: 01/03/2018
  • Wolverhampton
  • Job Ref: 042114571
  • Permanent

Job Details

Do you have a passion for customer service, the ability to communicate effectively and impeccable attention to detail?
Salary £31,000 + Bonus
A Wolverhampton based company have an opportunity for a Customer Quality Manager (complaints) who will manage customer expectations and resolve disputes in line with company and regulatory guidelines.
• Monitor and improve the quality of complaint handling by contact centre staff
• Improve operational processes to maximise efficiency and performance, reduce complaints and operate within a regulated framework
• Provide training and coaching to contact centre staff to ensure excellent customer service
• Investigate and respond to complaints made to senior managers
• Monitor and review written and verbal complaints to ensure consistent quality and adherence to company standards
• Perform route cause analysis on a monthly basis
• Prepare and deliver reports to stakeholders and servicing managers
• Act as a subject matter expert, providing support to the management team throughout the customer complaint journey
• Manage requests for information from the Financial Ombudsman Service and liaise with investigators

• Experience of working in a regulated environment
• Held a management position with a call centre or servicing environment
• Experience of working in line with FCA Dispute resolution rules and requirements
• Excellent written and verbal English

This position is subject to a credit check and DS check. It will involve overnight stays to other locations within the UK when business needs dictates