General Complaint Manager

Job Description

NOTE: This role is not open to Relocation or Sponsorship. Isle of Man residents are eligible to apply.

To lead and manage a team of consultants for the successful resolution of general customer complaints received in the Customer Complaint Resolution Centre (CCRC) that can be resolved on a one-and-done basis. To restore customer satisfaction and trust in the bank, retain customers and minimise reputational risk.

Qualifications

Type of Qualification: First Degree
Field of Study: Business Commerce

Minimum Qualification: 

• First Degree in Business Commerce

Experience Required :

• 3 - 4 years experience 
• Experience in managing customer complaints. Understands customer pain points and how to resolve a matter to the customer’s satisfaction. Experience within financial services’ operations, understands distribution channels, products, processes and systems.

Key Outputs :

• Adhere to Business Continuity Management (BCM) plans applicable to the area.
• Adhere to control structures to manage risk when dealing with customers telephonically or in writing, especially when committing the bank to a resolution or outcome that has monetary value or high-risk exposure component.
• Enable integrated ways of working and collaboration across the value chain to deliver for the client.
• Ensure that all complaints are handled according to the Code of Banking Practice terms of reference and within the National Credit Act guidelines and Treating customers fairly principles.
• Ensure that all service demand that is Financial Advisory and Intermediary Services Act (No 37 of 2002) related is referred to an accredited representative, and therefore giving any advice or intermediary service to a customer in terms of a financial product, as determined by the Act is prohibited.

Additional Information

Behavioural Competencies:

• Following Procedures
• Taking Action
• Directing People
• Team Working
• Upholding Standards
• Providing Insights

Technical Competencies:

• Active Listening
• Customer Reception and Channelling
• Difficult Calls Management
• Electronic Communications & Devices
• Product and Services Knowledge
• Query Resolution
• Telephone Caller Handling

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