Customer Relations Manager
This is a key role in the complaints team, reporting directly to the Head of Operations Support. You will oversee and manage a team of complaint handlers responsible for investigating, resolving and responding to customer complaints, helping us to reach good customer outcomes and outstanding levels of customer service. The team is also responsible for the handling and processing of Data Subject Access Requests and calls to victims of Authorised Push Payment scams. Key Responsibilities Accountable for the day to day activities, guidance and successful management of the Customer Relations team, in line with Starling's policies, procedures and regulatory requirements. Line management of three Subject Matter Experts and a complaints administrator (General, Card Disputes and AML/Fraud), providing ongoing coaching, mentoring and support through regular 1-2-1s and feedback. Oversight of the progress of all cases in progress, where necessary supporting complaint handlers/SMEs with the management of team workloads in order to ensure complaints are handled efficiently and effectively. Provide expert assistance and support to the Head of Operations Support/Head of Operations and the wider business on complaint handling in order to achieve good customer outcomes, in line with regulatory requirements. Act as an escalation point for the business, handling complaints as required on behalf of the Head of Operations Support and Senior management team/ Exco as required. Engage wider teams such as Legal, AML/Fraud and Risk/Compliance on complex/escalated complaints Regularly review case work with the SMEs/ Quality Assurance team, including final response letters and call monitoring, with a focus on first contact resolution in order to ensure re-opens are minimised. Work collaboratively with the SMEs to ensure that coaching and feedback is provided, thereby improving team/individual performance. Plan and lead daily stand ups to discuss inbound complaint volumes, closures and to identify team priorities/optimum case allocation in order to maintain complaint volumes in line with expectations. Responsible for the provision of daily/weekly/monthly MI to the Head of Operations Support/Exec, where necessary in collaboration with Operations Excellence The recruitment, selection and induction of new members of the team Resource planning, including overtime, shift allocations, absence recording and return to work meetings. Responsible for creating a positive team environment, in-line with Starling's culture and values, promoting continuous improvement and feedback loops to both support the objectives and priorities of both Operations Support and the wider business Identify, develop and maintain key stakeholder contacts within Starling, such as the Data Protection Officer, and work collaboratively to improve the customer experience, promoting and supporting a culture of continuous improvement through root cause analysis. Preparation of any regulatory reporting, such as DISP and PSD complaint returns. Ensuring that DSARs are handled effectively by the team administrator Ownership of Starling's relationship with the Financial Ombudsman Service, ensuring that escalated complaints are handled effectively, and that any views and final decisions are communicated with senior management and compliance, and any learnings taken forward to prevent systemic issues that lead to complaints. Requirements Experience of working in financial services, in a high-paced complaint handling environment Sound people management experience, with the ability to undertake one to ones, deliver feedback and manage performance Strong organisation skills; with the ability to manage and prioritise key tasks/ conflicting deadlines Excellent interpersonal skills with the ability to clearly, effectively and appropriately communicate verbally and in writing at all levels Ability to influence and negotiate at all levels Strong awareness and understanding of risk and the importance of controls/escalation in relation to complaint handling A strong problem solver, able to find practical solutions to issues as they arise High level of accuracy and attention to detail Benefits 33 days holiday (including public hols). You'll also get your birthday on us 16 hours paid volunteering time a year Private Medical Insurance with VitalityHealth Contributory pension scheme We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more! Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership Access to 'salary sacrifice' benefits such as Cycle to Work scheme Gym membership options Full details are available on our careers site About Us Starling is a leading digital bank on a mission to disrupt the banking industry. Since our launch in 2014, we've surpassed 1.5 million accounts: including almost 200,000 business accounts for small and medium-sized enterprises (SMEs). Our total deposits, meanwhile, have surpassed £3 billion. We're a fully licensed UK bank, and we have the culture and spirit of a fast-moving, disruptive technology company. We've won the Best British Bank award three years running, and now employ almost 1000 people across our London, Southampton, Cardiff & Dublin offices. Starling Bank is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. 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