<img src="https://teleperformance.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=4712580&hashed=-552666295" alt="TPUK Back 7" /> Customer Service Supervisor We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional service when delivering outcomes for our customers. Location: Work at home (UK)Salary: £33,000Hours: full-time, flexibility required Job Summary / Overview Main responsibilities of the role include:<ul><li>Leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints.</li><li>You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards.</li><li>Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders.</li><li>To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. </li></ul> Key Responsibilities and Accountabilities <ul><li>Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards</li><li>Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability</li><li>Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team</li><li>Be point of escalation for all escalated complaints</li><li>Communicate accurately and professionally with the ability to make informed decisions</li><li>Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards</li><li>Identify root cause and have the ability to report and recommend any actions for continuous improvement</li><li>Maintain effective control of all aspects of people processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks</li></ul> Main Job Requirements<ul><li>Minimum 1 years’ experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role</li><li>Can demonstrate the ability to construct clear and concise written communications, using correct selling and grammar, specific to formal complaints</li><li>Is able to demonstrate experience in complex, regulated customer service environment</li><li>Can confidently manage assigned workloads at a team level</li><li>Able to prioritise workloads to meet targets and timelines</li></ul> Required Skills<ul><li>Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling</li><li>Passionate about people engagement and delivering excellent customer service</li><li>Attention to detail</li><li>Is able to demonstrate excellent communication skills both verbally and in writing</li><li>Comprehensive technical/computer skills</li><li>Identifying RCA complaints types and actioning possible solutions to reduce said complaints</li></ul> Competencies and Specific Skills<ul><li>People focused</li><li>Excellent communication and influencing skills</li><li>Advanced relationship building and stakeholder management skills</li><li>Advanced levels of resilience and focus</li><li>Self-motivated and can motivate others, with can-do attitude</li></ul>

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