Customer Resolutions Team Manager

Pacifica; Houghton-le-Spring; On-site; GBP 29,000; Full time

Job description

Pacifica Group has approximately 500 employees covering a wide range of services including professional appliance repair, advanced IT solutions, and insurance products. We complete around 30k in home appliance repairs every month.

We are looking for a Customer Resolutions Team Leader to manage a team of 3 complaint handlers. This role forms part of an impartial team that sits within the business and acts independently while still considering the needs of the business. You will be responsible for managing the complaints recorded by the business as well as acting as a point of contact for insurance-related and escalated complaints.

You will need to ensure that the current complaints process and procedure is used effectively, in accordance with the needs of the business and within the rules and regulations of regulatory bodies.

You will need to ensure that all complaints received are managed effectively, documented, dealt with in a timely manner, and brought to conclusion, ensuring the right outcome is gained for both the company and the customer in line with the Consumer Duty principles, where applicable. This will mean working in conjunction with relevant internal departments.

Your key responsibilities will be:

1. To provide high quality and professional advice and support when dealing with telephone calls and correspondence.
2. To investigate the complaint competently, diligently, and impartially, obtaining additional information where necessary to enable a resolution to be reached.
3. To ensure that all complaints received are resolved successfully and where applicable in line with the FCA's Consumer Duty principles, liaising with all relevant parts of the business to facilitate such outcomes.
4. Communicate professionally with a variety of people including customers, senior management, insurers, and the Financial Ombudsman Service.
5. Ensure compliance with company and regulatory requirements.
6. Responsible for the accuracy of information recorded in the complaints database.
7. Compose proficient letters.
8. Answer telephone line promptly and courteously.
9. Achieve departmental and company service standards (SLAs).

Adapt to the constantly changing requirements of the department and the company and perform additional tasks as may be required.

Required Skills, Behaviours And Attributes:

• Excellent administration skills.
• Organisation and multi-tasking skills.
• Computer literate and strong keyboard skills.
• Good communication and interpersonal skills at all levels (written and verbal).
• Negotiation skills.
• Attention to detail and commitment to high standards of quality.
• Understanding and reassuring telephone manner.
• Team working.

Complaint Handling Experience Essential

Hours of Work: 37.5 hours per week: Monday to Friday.

Holidays: 22 days (plus 8 bank holidays).

Salary: £29k pa.

Location: Durham.

Reporting to: Chief Risk Officer.