Regulated Customer Escalations Manager

Salary:34667 per annum.
Shift:Tuesday 10:15-18:00 Wednesday-Saturday 10:00-18:00 (36 hours per week)
Contract: 6-month fixed-term contract.
Location:Desford Road Leicester LE19 4AT.

Working within the Regulated Customer Escalations Team you will be responsible for the day-to-day running of the function effectively leading managing and inspiring a team of Regulated Complaint Handlers whilst working alongside other Customer Escalation Managers.

The role involves ensuring that complaints are dealt with professionally and effectively to prevent escalation. For those that do escalate and get referred to the Financial Ombudsman Service (FOS) you will ensure they have been handled professionally and effectively by the complaint handlers. You will also need to demonstrate effective communication with both external and internal customers to maintain company standards and ensure FCA compliance.

What youll be doing:

• You will be responsible for the day-to-day management of your team which includes monitoring performance coaching and motivating team members to achieve company and departmental goals.
• This will involve developing team members by setting objectives and providing constructive feedback during regular coaching sessions and conducting regular performance reviews. You will also manage poor performance and attendance through the appropriate procedures. Additionally you will induct and arrange initial training for new starters.
• You will take customer calls when required ensuring you provide best-in-class customer service. You will liaise with other departments such as Credit & Risk and Complaint & Audit as appropriate. Your responsibilities will also include managing and allocating workloads to ensure resources are used to their maximum efficiency.
• You will review FOS referrals and Irresponsible Lending complaints to ensure both the customer and the business receive a fair outcome. You will also ensure that regulatory timescales are met for all cases.
• A key part of the role is communicating breaches and failures to advisors promptly and adhering to Quality and Compliance Adherence (QCA) processes when managing underperformance.
• Lastly you will be responsible for your own and your teams learning ensuring mandatory courses are completed within the required deadlines.

What were looking for:

• You should have supervisory or management experience in a regulated customer service environment. We are looking for someone with excellent leadership organisational and communication skills. You must be able to motivate influence and coach others. You will also need to demonstrate and recognise excellent customer service.
• The ideal candidate will have strong written and numerical skills as well as the ability to interpret data and communicate it clearly and concisely. You must be able to make considered decisions using sound judgment and be able to work effectively within a team environment and on your own initiative. A good knowledge of Word Excel and G:Suite programs is also required.
• Additionally you should have a solid understanding of FCA policies and be able to drive adherence to these policies and processes within your team. You must be able to act as a role model and champion for Treating Customers Fairly (TCF) at all times.

Whats Next

In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to for example the relevant Home Office requirements on skills level not being met.

Our recruitment process begins with atelephone interview to assess your initial suitability and learn more about you. If you are successful at this stage you will then be invited to anon-site Interview where you will complete a competency-based interview. More information on this will be provided to shortlisted candidates.

Next is proud to be a Disability Confident Employer (Level 2). Were committed to building an inclusive inspiring workplace where everyone feels respected valued and a true sense of belonging. Our aim is to support every individual to reach their full potential whoever they are. If you have any questions about our commitment to diversity and inclusion please feel free to contact our friendly recruitment team on