nls new logoTo £32,000 plus excellent bonus and benefits.

J2537 - Our client is seeking a Senior Customer Services Officer to optimise service levels to customers as well as the development and performance of our the operations and complaints team. You will be overseeing two small teams within Business Support, reporting to the Customer Services Manager. The role will encompass two key elements Service Delivery and People Management. You will work closely with the Customer Service Assistant Team Leader to identify root cause of complaints and develop best practice. Salary: To £32,000 plus excellent bonus and benefits. Location: UK, Watford.

 

Job Reference: OSV/J2537
Job Title: J2537 - Senior Customer Services Officer - UK, Watford - Asset Finance
Salary: To £32,000 plus excellent bonus and benefits
Location: UK, Watford / Gtr London
Bonuses: Excellent
Benefits: Excellent
Job Function:  Operations & Support
Vacancy Type:  Permanent
Asset Type / Sector: All Assets / Sector
Job Description :

J2537 - Our client is seeking a Senior Customer Services Officer to optimise service levels to customers as well as the development and performance of our the operations and complaints team. You will be overseeing two small teams within Business Support, reporting to the Customer Services Manager. The role will encompass two key elements Service Delivery and People Management. You will work closely with the Customer Service Assistant Team Leader to identify root cause of complaints and develop best practice. Salary: To £32,000 plus excellent bonus and benefits. Location: UK, Watford.

KEY ACCOUNTABILITIES:

Supporting and deputising for the team leader in providing operational excellence to internal and external customers.
Providing key operational metrics to drive operational excellence.
Identifying root causes of process issues and managing resolutions.
Oversee all complaints are resolved in accordance to regulatory requirements.
Full ownership and responsibility of the end to end complaints process.
Review and enhance departmental policies and procedures.
Handling and solving of operational incidents and complaints.
Determining, monitoring and managing of team service levels.
Working across departments to resolve hand-off issues.
Presenting MI to key stakeholders to resolve root causes of complaints.
Facilitating daily team huddles.
Performance management of team members.
Managing the change impact of new technology on people.
Working with the training manager to develop high quality training for the team.
Allocation of work.
Managing resource levels at key periods.
Identifying team and individual development needs.

PERSON SPECIFICATION:

Exceptional relationship management skills.
Problem solving.
Strong analytical skills and affinity for data.
Proven Technical Leasing Knowledge.
Positive and flexible outlook.
Understanding of FLA & Financial Ombudsman regulations.
Previous Complaints handling experience.
Previous people management.
Quality / Lean skills.
Project management.

We strongly favour applicants with proven relevant experience in Financial Services; particularly in Asset Finance and Leasing.

Consultant : Katherine Amin