Team Leader

Team Leader - Job representing image
Complaints Team LeaderBournemouthCompetitive salary and benefitsThis is a fantastic opportunity to support and motivate a team, whilst still gaining knowledge and skills within the financial services industry. We will support your continuous development by supporting you through your FS certificate. About the roleTo deliver a quality complaint resolution service in line with business requirements and client service level agreements (SLAs), through a highly customer focused team, balancing people and technical skills with the ability to achieve results. You will assist the Customer Service Manager to lead continuous improvement to enhance the contribution made to the overall development of the Complaints utility model. What you will do: * Manage team of approximately 12 people to deliver quality standards and service level targets through effective performance management * Effectively plan and manage workflow to ensure contractual service levels are achieved. * Promote positive customer perceptions continuously developing customer relationships aligned to Capita values * Through regular reviews, inspire, motivate, coach and develop individuals to achieve outstanding performance through personal leadership style and behaviours * Facilitate change through personal commitment and ownership of organisational initiatives * Develop culture of continuous improvement focused on enhancing the end to end customer experience whilst ensuring processes, procedures and people remain compliant * Work with Overseer to maintain appropriate level of functional and technical expertise, including knowledge of products, procedures, services, systems and frameworks * Promote identification and delivery of opportunities to provide timely and appropriate responses to complaints and to enable business improvements * Manage team to identify and mitigate risks to the business * Ensure staff attendance is maximised and unplanned staff turnover is minimal. * Have accountability for the productivity and efficiency levels within their team and support all areas of customer services * Analyse trends within FOS decisions & appeals, ensuring results & learns are shared with complaint handlers and that where applicable complaint handling guidelines and local processes are amended accordinglyYour experience will include: * Relevant business/management qualification desirable * Experience in a financial services organisation or customer service environment * Relevant business exams including all internal regulatory tests is desirable * Training & Competence accreditation * Understanding of FCA guidelines, DISP and the importance of Treating Customers Fairly * Willingness to study for further relevant qualifications to support role Your experience will include:Good knowledge of people management practices & procedures * Subject matter expert on Capita and local * Complaint framework, procedures and redress guidelines * Working knowledge of products, services, procedures and systems * Knowledge of T&C, rules & guidance * Knowledge of the risk, quality and complaints frameworks * Knowledge of resource planning * Subject matter expert on local complaint database and root cause processesWhat’s in it for you?At Capita, training and development aren’t optional extras: they’re how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day’s holiday increasing with length of service, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment. What we hope you will do nextHelp us find out more about you by completing our short application process on our careers page. You can contact Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.Listen | Create | Deliver Follow Capita on twitter @capitacareersFollow Capita on facebook @careersatcapitaCapita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check
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Bournemouth, United Kingdom