As the Complaints Support Manager, you will perform a critical role in supporting Customer Care in delivering top quality complaint handling, supporting fair customer outcomes and minimising regulatory risk.
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 the Complaints Support Manager, you will:
Ensure all complaint documentation is maintained and kept up to date, including the Complaints Framework, process maps, guidance material and letter templates.
Act as a complaints expert to support Training and ensure all complaint modules are always up to date.
Support complaint quality by co-ordinating calibration and consistency sessions for complaint handlers, based on root cause analysis output, quality results and Financial Ombudsman decisions or guidance.
Own all communication with operational areas to ensure frontline complaint handling is completed to the required standard and a consistent feedback process is in place. You will also ensure there is appropriate complaints input into any service improvement plans.
Ensure Incident Management activity is assessed and relevant information communicated to complaint handlers quickly in a clear and consistent format.
Be the primary Customer Care point of contact for all forecasting related activity, engaging with business contacts to ensure effective use of i360 and required measurement tools. You will also act as the Customer Care owner for any calculators required for complaint redress.
Manage business processes related to Aptean and Respond, including management of licenses and ensuring a controlled process is in place for configuration changes for maximum efficiency and control.
Proactively monitor departmental data storage requirements, ensuring appropriate archiving and record retention.
Work with Quality Assurance and Management Information teams to ensure data quality relating to complaints is at the desired level.
Work with Digital teams to ensure appropriate complaints information is consistently maintained on the website.
Ensure Business Continuity Plans are in place and updated when appropriate.
Participate in external industry forums to identify and subsequently communicate best practice to internal stakeholders.
As the Complaints Support Manager, you will have:
An understanding of FCA DISP Rules and Financial Ombudsman Services best practice.
A focus on adhering to the principles of TCF (Treating Customers Fairly).
A strong understanding of Customer Care processes and operational design.
Strong problem solving abilities, able to assess end to end processes and identify improvements to customer problems.
The skills to look for and implement different ways of doing things to overcome barriers and drive improvement.
Pride in supporting Customer Care agents to deliver top quality complaint handling performance, ensuring they have the required tools and training to succeed.
Excellent communication and stakeholder management skills.
A proactive outlook to engage with complaint stakeholders to identify potential change and implement this in a controlled manner.
The ability to influence numerous stakeholders in multiple business areas to deliver the required activities.
The ability to manage and engage individual colleagues to achieve key deliverables according to business need.
The ability to manage external suppliers to deliver to required standards and service levels.
Excellent organisation, with the ability to handle multiple duties and ensure all tasks are delivered on time and to the desired quality.
A strong understanding of the applications of Word, PowerPoint, Visio and Excel.
The ability to identify ways to drive complaints best practice in all areas.
In addition to the above, it would also be advantageous if you have a sound knowledge of the Respond complaints management system and an awareness of best practice in other Financial Services Complaint handling functions.
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.