Customer Resolutions and Onboarding Team Manager – FTC

Customer Resolutions and Onboarding Team Manager - FTC

Complaints

North West England

Fixed Term Contract

£60,000 Per Year

Posted


Kind Consultancy is working with a sector-leading Motor Finance business which is currently seeking a Customer Resolutions and Onboarding Team Manager for a 12 month fixed term contract opportunity based in their offices in the North West of England, paying up to £60,000.

Reporting to the Director of Operations, the Customer Resolution and Onboarding Team Manager role is responsible for managing and motivating a team of Customer Resolution Associates that handle all complaints for the business and a team of Customer Onboarding associates. Key responsibilities will include:

  • Improving the performance of both departments, driving change, continuous improvement and automation to improve departmental efficiencies and capabilities.
  • Monitoring departmental overall performance and key performance indicators, providing actionable insights and recommendations for continuous improvement.
  • Building and reviewing detailed performance reporting for both operational departments to drive decisions and ensure adherence to the firm's business strategy.
  • Initiating and driving complex projects to support the strategic development of the departments including system reviews and enhancements, policies and procedures.
  • Providing strong leadership and guidance to the two teams, fostering a culture of high performance, accountability, competence and continuous improvement.
  • Setting clear performance goals and objectives for the teams, regularly reviewing performance, and providing constructive feedback.
  • Driving the performance of the teams to ensure they maximise results, achieve service levels and deliver good customer outcomes in line with KPI’s
  • Training, coaching and developing team members and Team Managers to maximise competence, potential and performance through the sharing of experience and expertise.

Our ideal candidate for the Customer Resolutions and Onboarding Team Manager fixed term contract:

  • Has experience in a Manager role in financial services or a consumer-focused business and a track record of constantly looking for ways to do things better and an excellent understanding and ability of how to successfully implement change.
  • Demonstrates an analytical mindset with the ability to interpret data, spot trends and identify emerging risks.
  • Is confident in liaising with all levels of staff to enable cultivation of strong working relationships will all levels of staff including the Leadership team.
  • Has strong knowledge of Customer Resolution and Onboarding systems
  • Is a self-motivated, persistent, diligent and enthusiastic strategic thinker
  • Demonstrate a strong understanding of the FCA rules, Data Protection and other regulations
  • Is able to understand and interpret regulatory rules and guidance within the UK Regulatory Environment including but not limited to Consumer Duty.
  • Has strong knowledge of the Motor industry and a good understanding of relevant legislation
  • Is IT literate with proficiency with Microsoft Office Suite.

If you have the skills and experience we're looking for and you're interested in the Customer Resolutions and Onboarding Team Manager Fixed Term Contract opportunity, please apply with an updated CV today.

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