Customer Support Advisor

Exciting new contract oportunity working for Banking services client based in Manchester

The Customer Relations team is a critical function handling complaints from customers through liaison with internal departments and external parties. The team is primarily responsible for:

Handling customer complaints within strict regulatory time scales

Working with a variety of external suppliers to resolve customer issues

Working with the Financial Ombudsman regarding customer referrals

Building close relationships with Ford Motor company and Customer Relationship Centre

Ensure accurate reporting of Complaint Data

Duties

The Customer Relations Specialist is responsible for the effective day-to-day management of the team which includes a team of case handlers/Q&E. This is an important role ensuring Ford Credit remains compliant with FCA Complaint Handling regulations.  The Specialist prepares and presents regulatory reporting to senior management monthly by attending various forums such as the KRI forum, the Customer Support Quality Forum providing updates on Complaint trends and corrective actions. The role also involves regular communication with Executives, Legal, Risk & Compliance. The Customer Relations Specialist works closely with the Customer Support Management Team, field staff, regulatory bodies such as the Financial Ombudsman, auditors, the compliance office, suppliers and, as appropriate, many other areas of the FCE business.

Responsibilities

The Customer Relations Specialist is responsible for ensuring that their team's objectives are met and exceeded by ensuring that the following responsibilities are carried out:

Effective Controls

Precise logging of complaints and production of accurate and timely regulatory complaint reports and associated commentary to be shared at Executive and Board level

Accurate data capture, tracking and regulatory reporting of complaint expenditure and tax information for internal and external publication

Attending complaints forums such as KRI/Quality Forum

Provide support to the Department and to wider teams by addressing any gaps identified through complaint root cause analysis

Regular contact with the Ford Customer Relationship Centre in Daventry to follow up on Merchandise issues

Handling RAC referrals for vehicle inspections

Liaison with the Ford Motor Company Executive Office and Technical team

 Follow up of letter issuance ensuring regulatory mandated timescales are met

 Regular liaison with the Legal and Compliance teams on complex matters and evolving legislation

 Logging and administration of invoices, purchase orders and suppler reviews from suppliers such as FOS, legal costs and the RAC

  Monthly reviews of all complaint cases with departmental Management

  Involvement in ad hoc meetings and projects to provide complaints data input

Support regular GAO, BDO and MCRP Audits of Complaint handling processes

People Management

Prompt management of employee absence and performance issues

  Ensure that your team members attend mandatory training courses, such as Compliance Training

Drive development and delivery of employee training requirements to improve efficiency and effectiveness through quarterly check-ins for your team

Performance Measurement

Setting team and individual objectives, which support those of the department and the FCA guidelines on complaint turnaround times.

 Completion and review of the daily, weekly and monthly performance metrics to identify opportunities for improvement and highlight best practices.

 Ensure that the appropriate level of coaching is undertaken regularly to improve performance and recognize achievements within your team specifically related to the quality of complaint handling and customer letters.

  Use management information from all sources to monitor and improve performance where required.

  Lead team and individual recognition for achievement within your team.

Resourcing

Work with the Customer Support Management Team to ensure that your team members are effectively managed and organized to ensure the Customer Support Departments' objectives and SLAs are successfully met.

Quality and Process Improvement

 Be competent in the work streams and responsibilities of the team under your area of control

 Complete monthly reviews to improve the quality & consistency of work.

Encourage process improvement and efficiency suggestions from all team members and support implementation as appropriate.

 Liaise with operational departments to ensure cross-departmental co-operation and resolution of all issues.

Experience & Qualifications

Essential:

Previous experience within a Customer Services/ Complaints/ Banking environment

Previous experience in coaching, developing and managing team members

Experience in analyzing and interpreting performance data and trends and preparing and delivering presentations to senior managers and external partners

 Experience in building strong working relations with internal and external stakeholders and suppliers (such as Financial Ombudsman, the team and senior mgmt.)

Experience of strong communication skills with proven ability to influence and negotiate successful outcomes when handling customer dissatisfaction / escalation / complaints.

Proven experience as a people leader, managing and motivating a team of people to achieve their objectives

Strong organisational skills with the ability to work to strict time deadlines and remain effective under pressure to prioritise personal tasks as well as those of the team

A strong quality mind-set with attention to detail and understanding of the importance of maintaining internal controls and process adherence, particularly associated to regulator reporting

Proficient in the use of Office applications and data validation (particularly Excel, PowerPoint)

Desirable:

Previous experience in Customer Support, Dealer Services

Previous experience of dealing with the Financial Ombudsman or external regulators

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