Title : Customer Satisfaction and Service Improvement Mger
Reports To : Head of Customer Services & Fulfillment
Department : Customer Services & Fulfillment
Salary : Up to £26,903 pa
Benefits :

Competitive benefits package

Job Purpose:

Please note that this this is a Fixed Term Contract

Lead and manage the Customer Satisfaction Team and Root Cause/ Error Improvement initiatives.  Responsible for achieving business targets and objectives relating to performance, people, productivity and quality aspects within the operation. 

Dimensions:

1 direct report - 1 Team Manager
    
Complaint Volumes:  Written:  circa  250 per month 
Phone calls:   circa  450 per month

Accountabilities:

• Motivate, develop, support and lead the Team Manager to deliver a high quality complaint handling process
• Develop Team Manager by delivering regular coaching and feedback on all aspects of performance incorporating training and competency requirements.  Identify Team Manager training needs and initiate development plans to meet gaps
• Through strong leadership take responsibility for all business results by seeking excellence around customer acquisition, customer value and customer loyalty and enhancing the customer experience
• Ensure own competence as required by the Training and Competence Scheme and manage the team in accordance with the Training and Competence Scheme
• Maintain the CST Risk Management profile ensuring adequate actions are in place to mitigate risks
• Ensure business and team adherence to FSA Compliance legislation as per Company policies
• Production of monthly complaints reports identifying trends leading to engagement with relevant department managers providing addition insight/ detail
• Production of a monthly Root Cause paper and ‘chair’ of monthly forum resulting in agreed actions demonstrating change (focus – FSA reportable complaints and errors)
  Lead projects to improve service and efficiency as defined through Root Cause activity
• Drive Utilisation and Productivity within CST to ensure optimum efficiency
• Ensure the Complaints Handling procedure is appropriately maintained and adhered too throughout the business
• Establish and maintain effective working relationships with insurance panel and the Financial Ombudsmen
• Technical point of contact for own team and other managers with regards to FSA complaint handling management
• Identify own areas of development, both technical and supervisory, as appropriate and escalate to line manager
• Manage team adherence to Company policies and procedures, e.g. Data Protection and Disciplinary. 

Essential Competencies:

• Ability to set appropriate goals and objectives for each individual to ensure team meets Departmental objectives
• Ability to identify motivating factors within team, and motivate accordingly
• Ability to coach and develop team manager through call listening and feedback sessions, side by side coaching and team working
• Well developed FSA Complaints management knowledge
• Good understanding of FSA Treating Customers Fairly requirement
• Well developed understanding and application of Company regulatory policies, e.g. T&C staff competence requirement, Disciplinary.
• Ability to disseminate effectively Departmental and Organisational communications to ensure team is briefed in a timely and appropriate manner 
• Excellent inter-personal skills to facilitate effective inter-departmental team working
• Ability to interact effectively with senior management in Rias, Fortis and the insurance panel
• Ability to engender an environment of continuous improvement within the team, with the customer at the centre of the process
• Analytical skills to assist senior management with data production to improve Company management of complaints
• Effective time management skills, with an ability to prioritise tasks appropriately, escalating issues in a timely and appropriate manner
• Project Management capabilities
• Process improvement capabilities

Performance Measures:

• Team Service Level Measures
• Team Absence measures
• Team Attrition measures
• Team Compliance & Quality measures
• FSA Breach Notifications
• Reduction in FS reportable complaints
• Reduction in errors