Service Review Team Manager

Location:

Birkenhead or Liverpool

REFERENCE: 05/22/09

CLOSING DATE: 5/30/2022 12:00:00 AM

Job Purpose:

To manage the new Service Review Team, provide line management and ensure the effective provision of regulated complaint handing services to lay and commercial clients.

Key Duties & Responsibilities:

To monitor team performance in meeting commercial and regulatory key performance indicators
To manage the training and development needs of the team to ensure competency in their role
To contribute to continuous improvement within the complaints function
To collaborate with key stakeholders including external insurer clients, Legal Managers and the Customer Relations Team
To receive, log and handle escalated complaints in compliance with our policy, procedure and service standards
To liaise with external regulatory bodies such as the Legal and Financial Ombudsman as required
To provide cover within the team as and when required to minimise service disruption
To provide excellent service throughout the complaint handling journey both verbally and written
To maintain a professional, calm and objective manner when interacting with any stakeholders
To ensure that all system processes are followed end to end for accurate RCA and MI
To produce management information reports summarising activity and remediation
To liaise with all colleagues in a professional and collaborative manner

Experience & Knowledge:

Be able to demonstrate a level of knowledge/understanding of regulated complaints handling
Experience of working in a line management position is essential
Self-starter who is able to work with minimum supervision
Some legal/legal claims handling knowledge and experience and of working in a professional services environment
Experienced in complaint handling and customer service best practice standards
Excellent interpersonal skills including confident and clear telephone communication skills
Experience of working in client facing roles with supporting systems and processes
The importance of teamwork and contribution to the overall success of the business

Desirables: