Service Review Team Manager


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


  • Knowledge of ISO frameworks (hugely beneficial if ISO10002)
  • Previous experience within a legal, insurance or other regulated environment
  • Experience of root cause data analysis, management information and pivot tables

Service Review Team Manager

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