- Undertake performance management for the department and provide regular feedback to the client.
- Review and take ownership for work allocation and ensure the team are meeting SLA’s.
- Work with the SMEs to review team quality and productivity and report to client on a regular basis to ensure SLAs are met.
- Provide MI reports on weekly/monthly basis to support progress.
- Support and be the main conduit for the case handling team and provide guidance and supervision to cultivate continuous improvement.
- Take evidence based feedback from the team to help review process improvements.
- Review potential complaint trends across complaint types including FOS related complaints.
- Strong operational background within the Financial Services sectors ideally within a complaints department.
- Demonstratable knowledge of FOS complaints procedures.
- Experience managing and connecting with a team to drive success.
- Reporting and stakeholder management skills.
- Numerate, analytical with excellent IT systems orientation including knowledge of Word and Excel.
- Excellent communication skills, to include fluent English both written and verbal.