Client Relations Team Manager
Pure Resourcing Solutions
Location
Ipswich, Suffolk | United Kingdom
Job description
Client Relations (Complaints) Team Manager
Monday- Friday 9am-5:30pm (5pm Finish on Fridays)
£34,000-£39,000pa DOE
Office based, Ipswich
Job Overview:
We are delighted to be on the lookout for a dedicated Client Relations Team Manager to lead and motivate a team of people within the Client Relations department to deliver quality service to our customers. You’ll ensure the correct customer outcomes are being achieved by our operational processes and feeding back where improvements can be made.
Key Responsibilities:- Motivating the team to deliver against business and department objectives.
- Manage the day-to-day activity of the Client Relations Team to meet customer requirements and process objectives including but not limited to; DSARs, complaints MI, GDPR rights.
- Maintain and develop contact with internal and external customers to ensure accurate communication of information and understanding.
- Ensure the Senior Client Relations Manager has full oversight of all significant cases.
- Review team output ensuring a high level of quality and accuracy is maintained, delivering excellent service for all our customers.
- Monitor effectiveness of controls to ensure compliance of all team activity with business and legal requirements, adapting and amending in line with future changes.
- Ensure all individuals are motivated, trained and developed to meet the quality and service requirements of the team.
- Use technical knowledge and analytical skills to investigate all referral trends and outcomes, communicating with appropriate key stakeholders to ensure an agreed resolution and make recommendations to prevent future reoccurrence.
- In line with the company’s policies and procedures, ensure that team members are appropriately managed, trained and developed by holding and documenting regular review meetings, setting, and monitoring appropriate objectives.
- Identify and implement significant improvements to current working practices within own team and wider operations area that contribute to long term operational excellence.
- Manage the monitoring and review of operational processes (to include use of sampling) ensuring compliance at all times. Maintain a record of any breaches found and ensure action taken to resolve the issues identified.
- Strong relationship management with key stakeholders for case management including but not limited to Directors, Group Legal and Compliance
- Ensure adequate controls are in place to drive accuracy of all data
- Consistently promote the Company’s policy on Treating Customers Fairly
Key Skills:
Our client has always placed high value in cultural contribution and growing their diversity of thought, over technical capability. But it would great if you had some of the following:
- Certificate in Financial Planning (at least CF1) or equivalent (desirable)
- Certificate in Financial Administration FA2 (or equivalent) (desirable)
- Knowledge of the pensions market generally and SIPPs distributed via IFAs in particular.
- Good technical pensions knowledge, including HMRC and FCA rules as they apply to SIPPs and good understanding of FCA and other regulatory rules
- Understanding of operational and property processes and procedures for the Group
- Good understanding of TCF and its implications for complaint handling and customer outcomes
- Able to communicate effectively both verbally and written. (Essential)
- Good people and interpersonal skills to build up effective relationships at all levels internally and externally. (Essential)
- Ability to plan own workload to meet business requirements and service level agreements. (Essential)
- Ability to work well and keep calm under pressure. (Essential)
- Ability to understand the needs of our customers and be focused around customer outcomes. (Essential)
- Significant relevant work experience. (Essential)
Job tags
Salary
£34k - £39k per annum
