Complaints Team Leader- Bexhill

Location
Bexhill-On-Sea, East Sussex
Salary
Negotiable
Posted
28 Mar 2019
Closes
25 Apr 2019
Ref
KB2253
Contact
Hastings Direct
Function
Customer Service
Contract Type
Permanent
Hours
Full Time

Hastings Direct, Complaints Team Leader We are looking for a Complaints Team Leader to join our: Complaints Department, based in our Bexhill office. Responsible for managing a team of Complaint Handlers. Ensuring high quality, high speed complaint resolutions becomes a key differentiator for colleagues and customers.

The Role
·Drive and inspire outstanding operational performance
·Lead by example and provide clear direction and effective leadership
·Work constructively as part of the team, sharing ideas and resources
·Ensure full compliance with regulatory requirements and customer experience measures
·Be the first point of escalation for complaints needed more senior ownership
·Lead a Team of up to 12 Complaint Managers ·Complete and document monthly 1-2-1's
·Lead and document Monthly Team meetings
·Manage an incentive budget
·Manage relevant KPI set
·Ensure the relevant controls are in place to prevent risk and company breaches

This list is neither exclusive nor exhaustive and there may be other duties, within the remit of this position, required of the job holder from time to time. The Company reserves the right to alter this job description and will do so after consultation with the job holder.

We're looking for someone who has:
·Previous Contact Centre experience
· Understanding of personal lines of Insurance
·In-depth knowledge of complaints process and procedures
·Provable experience in handling Informal or Formal complaints
·Risk/Change management
·Experience of team performance management techniques
·Sound working knowledge of FCA and FOS
·Effective absence management

About us

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 2.7 million customers in the UK. We've significantly grown our customer base over the last three years and we now employ over 3,400 colleagues.

It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company and community. It's a dynamic, flexible, fun and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have some fun along the way.

Benefits for you Please find some of the great benefits we offer here at Hastings Direct; Competitive basic salary Up to 5% bonus earning potential 25 days holiday plus bank holidays Life assurance Competitive pension Flexible benefits - buy or sell holidays Discounted Hastings Direct products

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks