Current Vacancies at Huntswood

Job Responsibilities:

People Management

• Managing Performance and achievement of team leader KPIs
• Articulate with clarity to the Team leaders, the business expectations and support them with the creation and execution of their operational plan.
• Prepared daily Huddle are held.
• Leave/ Absence Management ensuring the required resourcing is available as per SLA
• Disciplinary & HR related Matters are attended to as they arise in line with the company policy and protocols.
• Create and drive team motivation.
• Reward & Recognition is part of the operational rigor.
• Incentive programmes are aspirational, structured and well
• communicated as to align to the operational delivery required.
• Encourage a cross functional collaborative way of work.
• Drive a high-performance environment, ensuring the client objectives are achieved consistently.
• HW policies, procedures and protocols are being communicated and demonstrated within the operational environment.
• Foster the HW culture which must be visible and aligned to a people centric approach.
• Recognize potential challenges that would hinder/ disrupt team performance or morale and speedily address either independently or in partnership with other stakeholders. 

Team/Leader Development

• Coaching/ mentoring is structured and ongoing
• New leader plan is constructed to support the transition of the newly appointed leader.
• Take the lead on bi-monthly call review sessions with the team leaders/ advisors, with documented actions and outcomes following the session
• Conduct monthly 1-1s with the team leaders, reviewing overall team performance and personal development. Identify skills/ knowledge gaps and address or collaborate with the relevant department to assist.
• Embed industry best practices into the operational environment and continuously seek ways to elevate the level of service delivery.
• Ongoing knowledge sharing based on day of day incidents, findings, or feedback (internal / external)
• Host regular think tank/ focus session with the team (sharing of information, brainstorm ideas for improvement, address problems / challenging situations)
• Team professional Development (CPD, succession, career pathing, etc.)
• Address poor work performance through a structured development plan, partnering with HR to ensure sufficient support is provided for improvement
• Identify and nurture top talent within the team.
• Create a repository of useful resources / reference material to support coaching or skills-based session.
• Create ongoing learning opportunities, both formal an informal so colleagues are kept up to date

Operational Management (BAU)

• Define operational objectives.
• Agree and deliver key operational metrics
• Prepare and plan to deliver against the agreed business targets.
• Monitoring performance and adapting activities accordingly.
• Execute on financial objectives by translating into operational activities.
• Track performance against forecast and makes operational adjustments in month.
• Departmental wide communication of relevant information is circulated/communicated.
• Define reporting requirements to optimism the performance.
• Record keeping of key information in respect of with business requirements.
• Instate quality control mechanism ensuring the necessary actions are consistency applied.
• Manage all legislative requirements, taking the appropriate action if required
• Process Oversight and monitoring
• Monitoring of department expenses
• Procurement and supplier oversight
• Based on management information and insights, suggest areas for review to maintain continuous improvement within the environment
• Areas of concern are timeously raised and addressed to avoid disruption and loss of revenue
• Promoting good news stories, innovation, successes and learnings within the department and wider organization
• Project Implementation
• Taking the lead from the project manager, execute/support on actions for department specific projects.
• Provide insight into the project plan.
• Improve, influence and secure support for value-add initiatives.
• Connect and collaborate with others in the project team to ensure successful outcome.
• Keep stakeholders well informed with ongoing communication on progress/ setbacks.
• Maintain records of actions and milestone /achievements for your assigned actions

Support the building of a great Client Relationship

• Support the Client Director with maintaining good client interactions
• Work collaboratively with clients through WBR, MBR and QBR.
• Manage internal delivery on client requirements.
• Escalate risk/issues within Huntwood immediately to mitigate concerns/problems.
• Prepare adequately for client visits, including ensure all relevant internal teams are well prepared. Maintain good communication and build healthy working relationships with the client.
• Keep the client aware of necessary information by providing regular feedback.
• Build confidence with the client by sharing achievements and challenges ahead of the time.
• Report on continuous improvement within the department.

Change Management

• Identifying change initiatives within the department.
• Partnering with Business on wider organizational change initiatives.
• Drive change initiatives, ensuring it as the desired outcome.
• Management of the communication plan around the change activities specific to the department Monitor the outcome / results closely, addressing challenges as they arise.

Department Reporting

• Work closely with the BI team to build reporting and insights required to manage the operations.
• Ongoing data analytics of existing MI • Monitor trends to drive the direction and focus on key business levers. Using the insights gathered from the available data to make decisions and recommendations for improvement. Drive data driven continuous improvement initiatives within the department.

Job Requirements:

• Minimum qualification of Matric/NQF 4
• Relevant tertiary qualification will be advantageous
• Relevant operations management experience
• Proficiency in MS Excel
• BPO industry experience is essential

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Job Responsibilities:

Line Management

• People management responsibilities, this will include Completion of Appraisals, 121s, Absence and Performance Management, coaching and feedback
• Work with the Complaints Manager to ensure that caseloads are allocated intelligently, and effectively managed within the department, using effective delegation as necessary.
• Through effective performance management of the team and strong leadership, ensure the overall agreed Moneybarn SLAs and Regulative SLAs are achieved.
• Highlighting where there is potential for SLA breeches to the relevant departments and Risk and Compliance
• Actively encourage and assist the team in developing and maintaining effective working relationships with Brokers, Suppliers and Internal Moneybarn Departments.
• Managing the team to ensure that complaints are thoroughly investigated, accurate information is recorded, and decisions are consistent.
• Responsible for recruitment, selection and on-boarding of new team members, including oversight and creation of tailor-made training programs to suit individual needs.
• Responsible for the team progression through Competency Frameworks and achievement of team and individual objectives
• Regular review of quality of customer communications and complaint outcomes, to ensure consistency within the team.
• Manage the team to promptly process compensation, redress, or goodwill adjustments in line with the internal interdepartmental procedures.

 Oversight and MI

• Actively identify trends from both MI and feedback from the team, making informed decisions and offering solutions to challenges facing the team.
• Take ownership for resolving business wide issues related to effective service, working with other departments to ensure that resolutions are implemented and evaluated, to improve issues.
• Identify areas of the business that are causing concern as a result analysis of root cause information gathered on complaints and provide on-going feedback to the Complaint Manager on the findings.
• Awareness of the cases referred to FOS, working with the FOS Case Manager to identifying any changes within their arbitration process, which impacts on our previous thinking.

Quality Management

• Accountable for ensuring effective controls of Summary Resolutions Letters and Final Response Letters ensuring accuracy and fairness of the outcome, in line with the agreed Competency Framework, and carry out risk-based sampling to ensure that these controls remain effective
• Accountable for identify and documenting risks and maintaining effective controls to ensure successful First Line of Defense within own area.
• Providing input as part of the Monthly Control meetings, COWG meetings, KPI and Complaints Committee
• Ensuring that all procedures and work instruction are up to date, approved and embedded within the team.
• Decision making authority for Customer Redress, Compensation and Goodwill up to an agreed set limit
• Respond to trends identified through audit function, proposing, and implementing solutions.
• Attend and arrange in house meetings as appropriate to provide feedback to the business on complaints.
• Stay abreast of any changes in legislation that directly affect Moneybarn and its customers, ensuring that the Complaint Officers are conversant with same, so that they are fully equipped to carry out their role.
• Coach direct reports to ensure Continuous Improvement in terms of complaint handling, identifying training needs and working with the CM, QA and the L & D department to address these needs

Stakeholder Management

• Act as the escalation point for complex complaints, for Customers, Suppliers, Brokers, Internal Departments and the Financial Ombudsman’s Service
• Negotiation of outcome for complex complaints, involving multiple stakeholder
• Use own judgement to recommend Customer outcomes outside of the normal business procedures, where the situation warrants
• Communicate the key issues in complex situation complaints to a variety of stakeholder, with differing levels of knowledge and expertise

Job Requirements:

• Minimum of Matric or NQF 4 qualification 
• Strong complaints handling experience in the banking/insurance industry
• High standard of English both written and verbal
• Excellent customer service, communication and interpersonal skills 
• Ability to manage difficult customers, and act as escalation point for complex complaints
• Confident in negotiating win-win solutions for customers, Suppliers, Introducers and the business
• Ability to prioritise own workload and that of the team
• Ability to demonstrate professional resilience and adaptability
• Ability to gain positive engagement from others where difficult decisions are made
• Detailed knowledge and understanding of FCA regulations
• Previous experience of managing people
• Previous experience of conducting employee appraisals and performance management
• Leadership abilities, to be able to both motivate the team and manage team performance to ensure high quality standards across all activity
• Stakeholder management experience

Preferred Requirements:

• Experience of managing a team within a Complaints or Backoffice Function
• Detailed knowledge and understanding of FCA regulations, full product knowledge and how legislation affects the business and our customers

Skills Required:

• Excellent written and verbal communication skills
• Leadership skills
• Coaching and mentoring skills

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Job Responsibilities

• Respond to and seek to effectively resolve customer complaints that are escalated from other parts of the business, in line with the company’s complaints procedures considering relevant regulation and legislation within strict deadlines dictated by the Financial Conduct Authority (FCA)
• Use of various mediums to investigate and gather information in relation to the specific complaints
• Provide information to Team Managers and Complaints Manager to create and maintain management reports to the Executive Management team and provide feedback on existing and emerging trends
• Liaise with internal departments and suppliers, brokers, mechanical engineers etc. to obtain information to investigate a complaint thoroughly
• Negotiation with dealers and brokers in relations to costs, repairs, and contractual obligations
• Responsible for recommending dealerships to be placed on a “DND list” and providing insight to the business if conduct and responsibilities do not meet the expected standards of Moneybarn
• Responsible for maintaining good relationships with our suppliers and brokers and encouraging positive outcomes for all parties involved in the complaints process
• Calculating appropriate reduced return of advance (ROA) payments and negotiating with suppliers to reach an agreed value
• Ensure that feedback is provided through the appropriate channels regarding the outcome of a complaint
• Ensure that once a complaint is closed, the account is handed back to the relevant department with full details of the resolution offered ensuring that any remedial and corrective arrangements are completed
• Accountable for own complaints from inception to final response and using own judgments to make decisions in relation to compensation for loss of use, redress and gestures of goodwill (GOGW) within company policies
• Arrange for, and follow up on, any compensation or other action offered to a customer including the provision of hire vehicles and alternative transport costs for the customer
• Decide where customer credit files require amendments and corrections and arrange for these to be processed as part of the complaint resolution
• Compose final response letters to Complainants, outlining the details of the investigation and providing a clear and concise conclusion to include any offers made to address redress, compensation and GOGW
• Liaising with the Litigation Department to provide detailed accounts of the complaints and assisting them with relevant information for letters before action (LBA’s)
• Responsible for concluding that agreements should be unwound and providing the Team Managers with detailed evidence and information to support the Unwind decision
• Responsible for confirming when HPI markers (if appropriate) can be removed when a complaint has been concluded
• Required to keep abreast of changes in Legislation, industry changes, Manufacturer’s recalls, changes in MOT regulations and any other policies that effect the complaints procedures.

 Job Requirements:

• Contact center experience
• National Senior Certificate - Grade 12

Skills Required:

• An understanding of the legislation that governs the business and being able to see how that impacts on the business
• Demonstrable experience of Complaints RCA & Resolution
• Excellent English skills with strong letter writing skills
• Confident, and if necessary, authoritative on the phone
• Excellent time management skills
• Able to liaise at all levels with other departments and outside agencies
• Ability to take responsibility for the “tidy up” procedures on complaint closure

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Job Responsibilities

• Provide responses to all, maintaining high quality of services, performance standards and attend to high volumes of calls/chats/emails.
• Proactively identify issues and problems before it arises, use effective problem-solving techniques to help customers resolve their issues.
• Progress to taking escalated calls and complaints in line with procedures.
• Working with various parts of the business to resolve issues.
• Connect and build rapport with the customer.
• Responding to customers

Job Requirements

• Matric or NQF Level 4 equivalent
• Clear Credit and Criminal record
• Computer literate
• Minimum of 1 year experience in the customer service webchat.
• Basic understanding and knowledge of the UK market is beneficial.

Required Skills

• Customer Service webchat experience
• Excellent communication (Written and Verbal)
• Ability to deal/ interact with different customers.
• Product Knowledge
• Adaptive Approach

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Job Responsibilities:

• Managing a team of multi-skilled Quality Advisors responsible for completing quality assessments across a range of clients
• Creating and supplying client and management reporting and insight
• Responsible for quality scores and risk management in line with Client and regulatory targets
• Presentation of results at weekly and monthly client business reviews
• Responsible for the oversight of customer remediation exercises where required
• Direct client point of contact for all QA, compliance, complaints, and insight requests
• Checking of investigations of complaints, including the gathering of information, contacting customers and communicating decisions based on the information available.
• Utilising a wide range of systems to check that the execution of a defined process has been correctly undertaken and escalate as appropriate to team leader
• Providing feedback to Senior Operations Managers on the outcome of checked cases and supporting with campaign performance improvement plans
• Working alongside the Training Manager to instil a quality centric culture from employee early life.

Job Required Requirements:

• National senior certificate – Grade 12
• Experience in the BPO Industry
• A background in quality assurance, compliance, risk management or other process-driven environments is required.

 Required Skills :

• Excellent verbal and written communication skills with the ability to report to a senior audience.
• Strong presentations skills for a target audience of senior managers and direct client feedback.
• Ability to influence senior managers and stakeholders within the remit of specific campaigns and requirements.
• Excellent Microsoft word knowledge and skill, not limited to, Microsoft word, excel and powerpoint.
• Ability to analyse data, highlighting trends and developing remediation plans where required.
• Ability to manage a team of cross-skilled employees working across a variety of workstreams.
• Minimum of one years’ relevant outsourcing industry experience.
• Minimum of one years’ experience in people management
• Minimum of one years’ experience of written and verbal communication at Senior Stakeholder Level and Client.

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Job Responsibilities:

• Managing Performance and achievement of team KPIs
• Leave/ Absence management ensuring required resourcing is available as per SLA.
• Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
• Maintains team Motivation.
• Rewards & Incentives are planned and implemented on an ongoing basis.
• Ensure that the employee experience is consistent with the HW culture
• Ongoing coaching provided to the advisors.
• Regular call listening
• Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
• On going knowledge sharing activities to keep the team updated
• Monthly 1-1s with team members
• Identify and nurture top talent within the team.
• Identify skills / knowledge gaps and independently address or escalate for assistance
• All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
• Drive change initiatives ensure it as the desired outcome within your team

 Job Requirements: 

• A minimum of Matric/NQF 4 qualification is essential
• At least 1 year of experience as a team leader overseeing a team of customer service advisers

Skills Required:

• BPO industry experience is essential
• Coaching and development
• Motivate team to achieve personal and professional goals.
• Adaptable and influential
• Provide Insights / trend reports
• Determine outcome of the activity
• Understanding of Business processes & policies
• Planning skills
• Leadership skills
• Analytical skills
• Conflict resolution
• Strong communication
• Listens to understand
• Run effective meetings
• Goal/ Target Orientated
• Self -managed

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Job Responsibilities:

• Register customer information.
• Explain to customers the offer and the product benefits.
• Conduct needs analysis, understanding the client’s requirements so you able to offer the customer the best product for them.
• Build good rapport with your customer so you are able to better engage them.
• Act as a brand ambassador of our client

Job Required Requirements:

• Grade 12 or a relevant equivalent qualification
• Min 12 months outbound/ Inbound sales experience (local / international)
• Customer service experience

Skills Required:

• Excellent verbal communication
• Soft Skills
• Sales Ability (comfortable with handling objections, building rapport, needs analysis)
• Customer centricity
• Attention to detail, so the conversation is correctly captured and actioned.
• Ability to multitask.