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Credit Complaints Manager

As the Credit Complaints Manager, you will lead the credit complaints function within Argos Financial Services, driving high performance and motivation of the team, whilst also possessing expert regulatory knowledge. You will be responsible for the delivery of the credit complaint handling framework, ensuring complaints are investigated and responded to fairly, diligently and impartially, focusing on fair customer outcomes.

You will be joining Financial Services where our aim is to make life better every day for Argos customers. We help customers afford and protect what matters most, offering products and services including Credit, Warranties & Insurance. The Financial Services department is the profit creator and that’s why it’s the most exciting place to be: right at the heart of the action. Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.

As Credit Complaints Manager, you will:

Ensure that the Credit teams within Customer Care drive customer loyalty and growth by recording, investigating and responding to customer complaints to the required standards and expectations.
Focus on fair outcomes for customers and on achieving service levels.
Play a critical role in ensuring AFS complies with the FCA Dispute Resolution (DISP) rules, therefore minimising regulatory and reputational risk for the business.
Be a key decision maker for complaint handling within AFS, ensuring appropriate procedures are in place to ensure decisions are challenged appropriately and business processes changed when required to do so.
Conduct periodic deep dives into areas within Customer Care to identify improvement opportunities and work with Change team to progress.
Highlight potential risks and take ownership of issues to drive resolution when appropriate.
Ensure complaints data is compliant and accurate, enabling effective root cause analysis to take place to drive continuous improvement to other business areas.
Ensure appropriate and stretching productivity targets are in place and being managed.
Coach and develop Credit Team Leaders, so they are achieving their maximum potential and driving similar activity with their teams.
Ensure performance management activity is in place, ensuring action is taken to address underperformance.
Work in collaboration with key leaders across the business, ensuring complaints are handled correctly in all areas and change is driven.
Deputise for the Senior Customer Care Manager, including attending internal and external meetings and completing reporting and commentary for senior stakeholders. The Credit Complaints Manager will be part of natural succession planning for the Senior Customer Care Manager.

As Credit Complaints Manager, you will have:

Expert working knowledge of the FCA DISP rules and Financial Ombudsman Service best practice.
Experience of leading teams and processes within a regulated Financial Services complaint environment with a focus on adhering to the principles of TCF (treating customers fairly).
Excellent communication and stakeholder management skills.
The ability to challenge constructively, seeing the bigger picture and offering solutions to challenges.
A willingness to take calculated risks when appropriate, based on appropriate judgement and evidence.
The capability to influence others, ensuring complaints are handled correctly in areas outside Customer Care.
Experience of taking personal ownership for delivery of own targets, and full ownership for area of responsibility and drive sustained excellence.
Experience of leading people, driving change and delivering against challenging targets
The confidence to inspire, engage and motivate people to achieve individual and shared targets through effective management.
The ability to identify and act on opportunities to improve your own and your team’s skills and knowledge.

In addition to the above, it would also be advantageous if you have a sound knowledge of the Respond complaints management system and experience of Root Cause Analysis, using complaints data to drive continuous improvement.

As well as the opportunity to join a great team you will also receive a competitive salary, 24 days holiday, and a range of other great benefits. We will support you in developing your skills to build the career you want.

There’s never been a more exciting time to join Argos. We are capitalising on our success and going through a great transformation. It’s a period of expansion and rejuvenation; we’re shaking things up and creating more opportunities than ever before.

As this role involves working in a regulated environment any offer made will be subject to satisfactory background checks including criminal record check, credit check and employment references.

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