Customer Experience Team Manager at Innovation Group South Africa

Description This role is required to manage the complaints activity and ensure the correct process is followed. Responsible for managing the UK Customer Relations Advisors, including monitoring their performance, productivity and appraisals.

• Key Responsibilities To work to priorities as set by the HoF Customer and Quality Assurance, in order to contribute
• to the achievement of objectives, service levels and provide excellent customer service.
• Manage complaints in accordance with published processes, rules and best practice
• Embed TCF principles into procedures and practices you work within
• Management of the production of reports highlighting issues and providing potential
• solutions.
• Ensure work is kept up to date and entered onto the appropriate complaints management

system

• Review and checking of complaints activity to ensure correct processes followed
• Management of Property UK complaint handlers productivity and performance
• Responsible for resolution of team issues
• Responsible for regular reviews with team members, including appraisal.
• Completion of complaint handling audits.
• Completion of client and FCA Complaint MI
• Identify and minimise operational risks through production of route cause analysis reports
• Oversight of complaints training materials and annual training in adherence with FCA

Requirements

Oversight of coaching and development in complaints handling principles and FCA

Requirements.

• Completion of complaint RCA, including providing feedback and recommendations to
• stakeholders to drive operational improvements
• Oversight of Customer Satisfaction reporting
• Oversight of closed loop / feedback for Customer Satisfaction
• Promote professionalism, create a motivating environment and ensure a healthy workplace.

Required

• CII or equivalent industry experience/or working towards
• Experience of working in a regulated environment, compliance law including FCA, Data Protection/GDPR
• Previous management of people experience.
• Understanding of insurance compliance and risk requirements
• Expertise in data analysis and MI production
• Creative and strong influencer
• Ability to plan and work under own direction, managing multiple tasks at once.
• Excellent and experienced stakeholder management and networking
• Benefits Standard IG

Applications Close Date 28 Nov 2022