Customer Complaints Manager

Customer Services have an opportunity to join the team as a Customer Relations (Complaints) Manager. This role is leading a team of experienced Complaints Specialists whose key responsibility is to deliver exceptional service to customers who’ve had cause to complain. The team also provide SME specialist support to our colleagues on the frontline, who are dealing with complaints at point of contact. 

The role will deal with escalated complaints including those from the executive and more complex cases that require more detailed investigation and a written final response. A key element of the role will involve working with the team on cases that have escalated to the Financial Ombudsman Service (FOS) reviewing case materials and preparing a response.

The Customer Relations Manager will have full oversight of complaints cases and be responsible for delivering a timely resolution within the mandatory timescales as well as assessing the impact of complaints on the business, identifying root causes and driving business improvements that will improve customer satisfaction levels and prevent recurrences.

To be successful you’ll be calm, resilient, and able to withstand pressure.  You’ve got strong interpersonal skills and work effectively in a team supporting your peers to achieve their objectives. You are confident dealing with challenging situations, delivering difficult messages on occasions and dealing directly with Customer when the situation warrants.

To be successful in this role it’s essential you have:

• Experience as a leader with a track record of managing teams and workloads in a financial services regulated environment.
• Current or recent experience of complaint handling and understanding Dispute Resolution Rules set out by the Financial Conduct Authority
• Evidence of working with stakeholders at all levels, with the ability to persuade and influence upwards.
• An ability to interpret complex issues, good communication and strong decision making skills
• Investigative, analytical and problem solving skills, able to assess information objectively and deliver solutions that are appropriate and fair

Desirable experience will be:

• Experience in savings and / or mortgages
• Experience of delivering high standards of customer service in a fast paced customer centric environment
• An understanding of the FOS and relevant industry codes of practice
• Experience of achieving quality levels and agreed SLAs
• Written communication skills including report writing

We’re one of the largest building societies in the UK and we share a mutual goal across our branches and our offices to improve the lives of others.

We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing.

At the beginning of the year, The Co-operative Bank officially became part of our Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.

All together, better.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role. 

Proud to be a Disability Confident Committed Employer

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.

If you would like to opt in to the scheme please contact our recruitment team when you apply via Get in touch - Coventry Building Society (coventrycareers.co.uk)