Job Description

Role Purpose:

This is your chance to make an impact by helping to continuously improve and shape our client's customer experience and where your contributions will be valued and recognised.

As the Group Complaints & Customer Experience Manager, you and your team will be responsible for managing and resolving customer complaints and for helping the business to shape our approach to customer experience and service excellence.

Working closely with the Operations Director and Group Compliance Manager you'll play a crucial role in maintaining the Company's reputation for excellence by addressing customer concerns with empathy, professionalism and integrity.

Key Accountabilities:

Conduct independent and impartial reviews of customer complaints, including sourcing and reviewing call recordings across all divisions of the business.

Compiling evidence packs for FOS complaints and liaising with other departments where necessary.

Liaising with the FOS to resolve complaints in a timely manner, considering the best outcome for both the customer and the company.

Reviewing, maintaining and reporting on the Group complaints portal for the monthly board report and FCA reporting requirements.

Providing feedback to Operations and Team Leads on process improvement and efficacy.

Liaising with our external stakeholders to provide MI and analysis.

Using our RCA (route cause analysis) process to understand what drives complaints into the business and working with colleagues and teams to drive quality and improvement.

Ensure compliance with company policies and regulations.

Compiling responses to DSAR's & Police data requests inclusive of MG11's (full training will be provided).

Communication will be core to your role, as well as pro-active people management.

Other critical elements of this role include the ability to prioritise effectively as

well as to identify and champion business improvement opportunities, removing

any barriers to great performance.

Build and maintain excellent, value-adding working relationships with

immediate colleagues across the Lexham Group to explore new ideas and

developments alongside sharing best practice.

Lead and inspire your team to go the 'extra mile' to resolve customer enquiries and complaints, finding ways to build customer advocacy and 'make insurance easy'.

Set and agree clear performance goals and objectives for your team. Monitor performance to ensure successful delivery of targets.

With excellent planning skills, drive and manage efficiency within your team, to deliver service and quality in line with agreed service level agreements and key performance indicators.

Provide high quality coaching to your team, to produce capability and overall competency, resulting in exceptional customer experience and complaint resolution.

Understand business key performance indicators and how to influence them for optimum service delivery.

Use management information to make decisions that improve customer, employee and commercial performance outcomes.

Contribute to the achievement of the wider team's targets and objectives, supporting the growth and profitability of the business.

Ensure your team is achieving the agreed quality standards through regular call listening and quality monitoring.

Adhere to control requirements and support our team in passing any control audits.

Any other duties commensurate with the level of responsibility of this role.

Experience & Requirements:

Previous experience in a complaints/customer relations role within the insurance industry.

Strong attention to detail and analytical skills, with the ability to effectively investigate and resolve complaints.

Excellent communication and interpersonal skills, with the ability to empathise with customers and diffuse tense situations.

Knowledge of regulatory requirements governing the insurance industry (e.g. FCA guidelines)

Proven ability to work under pressure and manage multiple priorities in a fast-paced environment.

Job Type: Full-time

Pay: 35,000.00-40,000.00 per year

Benefits:

Company pension On-site parking
Schedule:

Day shift Monday to Friday
Work Location: In person

Reference ID: Group Complaints & Customer Experience Manager
Expected start date: 01/09/2025