Customer Resolutions Team manager Milton Keynes, England
Job description
Hybrid Role – Milton Keynes
Salary Starting from £35,000 + Company Car + Benefits
Full Time Permanent
Closing Date: 15th September 2023
About our team:
Our Customer Resolutions team sits within the Customer Operations department and we are here to make sure that we offer all of our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we’re looking for people to join our team who can help us drive our mission and values forward.
What you’ll be working on:
You will be responsible for managing the performance of the team through effective coaching and support, while identifying opportunities for continuous improvement, in an effort to ensure optimal quality and consistency of resolutions.
Monitoring of complaint volumes and individual complaint progress is of upmost importance in order to ensure that regulatory timescales are achieved and that outcomes are in line with the expectations of Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Treating Customer Fairly (TCF) and relevant Vulnerable Customer guidance.
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 in order 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 TCF, 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.
What’s in it for you?
- Salary Starting from £35,000
- Discretionary bonus
- Company Car
- 27 days holiday + Bank Holidays
- Access to an exclusive deals and discounts website plus so much more
We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current tool kit of skills, we support many cross-functional opportunities. We want you to achieve at your best and enjoy a successful career with us!
About Volkswagen Financial Services
Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. 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
As part of our hybrid working arrangements we are giving our colleagues the opportunity to work a minimum of one day in the Milton Keynes office however flexibility is expected and you can work in the office more if you'd prefer.
