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Complaints Team Manager

Sanderson
Job LocationEdinburgh
EducationNot Mentioned
Salary£27,105 - £33,882 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Who are DiligentaOur vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients operations. A business that has been describedas home by existing employees, we drive a culture that is founded on positive change and development.The Opportunity:To manage a team of Complaint Managers who investigate and resolve service-related complaints for Life, Pensions and Investment products to ensure customers are treated fairly and service levels are maintained.Youll be managing:

  • A team of Complaint Managers, including work performance and colleague behaviours to ensure personal performance is focused on delivering fair customer outcomes.
  • Team performance against defined service levels, taking remedial action where appropriate to ensure the team meets the required standards.
  • Quality Checking of resolved Complaints, including Phone A Friend calls to ensure all customers are treated fairly.
  • Work allocations to ensure all complaints are dealt with in a timely manner.
  • Absence (sickness, holidays etc.) levels within the team to ensure that team performance is maintained.
  • Personal development of the Complaint Managers in the team.
You should apply if you:
  • Have exposure to people management skills.
  • Have the ability to work under pressure.
  • Have problem solving and decision-making skills.
  • Have time management and organisational skills.
  • Have minimum of 2 years of Financial Services or Complaints experience.
  • Have proven ability in using MS Office suite and similar systems.
The Perks
  • We offer 25 days holiday (plus bank holidays)
  • Eligibility for an annual discretionary bonus scheme
  • A contributory company pension scheme
  • Excellent employee wellbeing and assistance support programmes
  • Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
  • Access to our Confidential Helpline is available to be used by you and your family.
  • Develop your career through a wider global organisation of the TCS family.

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