Job details

Customer Recovery Team Manager

Job reference: 002745

Closing date: 30/04/2019

Salary: Competitive

Department: Financial Services

Hours per week: 36.17 hours per week

We are looking for a Customer Recovery Team Manager to join our Financial Services team. As a Team Manager, your role will be to manage and develop a team of Customer Recovery handlers, ensuring key performance indicators are met, provide support for high level complaints and ensuring customer experience improvements are fed back to the business through the appropriate forums.

Your role as Customer Recovery Team Manager here at N Brown:

  • Effectively manage and develop a team of Customer Recovery Handlers, ensuring key performance indicators are met and behavioural competencies are managed.
  • To ensure all staff are trained and competent in their area of responsibility and are kept up to date with relevant training related to competence, data protection, regulatory changes and other matters directly affecting the quality of service we offer to our customers
  • Ensure a consistent, fair and objective approach to the investigation and resolution through effective quality management
  • Ensure cases are resolved in a timely manner and in line with (where appropriate) the FCA dispute resolution rules, FOS guidelines and internal processes and procedures
  • Drive a quality and customer focussed approach across the department, ensuring customer outcomes are appropriate and fair
  • Prepare reports for Senior Manager Review (ability to use PowerPoint and Excel to a high standard)
  • Analyse FOS decisions, making recommendations for improvements/changes to our systems and controls, where appropriate
  • Ensure multiskilling across the team to eliminate any single points of failure or expertise
  • Establish an operating relationship with the Financial Ombudsman Service in order to deal efficiently and effectively with FOS referrals, challenging cases where appropriate
  • Monitor and report resolution reasons/trends
  • Challenge processes and procedures and provide structured recommendations to deliver improvement 

Ideally, you’ll have previous experience of managing people within a Financial Services environment and managing customer recovery cases, but if you have some experience within a similar role in retail or another customer service environment, can communicate clearly both verbally and in writing confidently, can motivate a team of people and have great attention to detail, then we want to hear from you.

Our people are obsessed with customer service, enriched with data and powered by the latest technology to drive our business forward. As we continue to invest in our goal of becoming a leading digital retailer there’s never been a better time to join us!

Employees in our business may have access to our customers’ personal data therefore for a number of our roles, offers of employment are subject to a satisfactory criminal record check.

Having a criminal record will not necessarily prevent an individual from obtaining a position with N Brown Group / JD Williams