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To lead the Customer Complaints, Quality Monitoring & Customer Insight and Excellence teams to ensure that complaints are managed in accordance with the Group Complaints Policy. Also to ensure that all sources of feedback are acted upon in order to improve the performance of the business and to improve the service offered to customers via a co-ordinated Customer Service improvement strategy.
Requirements
Extensive operational and people management - experience in running a large, multi-site, channel and product environment.Cultural change leadership ? led or been part of a leadership team that has delivered operational change through people. Able to communicate with managers at all levels and have the ability to present issues/ opportunities in a clear and concise manner.
Responsibilities
Leadership of a team of 5 managers and a staff compliment of 350FTE; geographically split in a wide range of Customer Relations roles. To provide first class complaints handling, compliant with FSA and Insurance Ombudsman guidelines and measured against Complaint Handling Satisfaction Survey Contribute to the development & implementation of the Customer Relations Strategy to support the achievement of RBS Insurance Customer Strategy. Manage RBS Insurance Customer Service Excellence programme & ensure it is inline with RBS Group customer feedback programmes.Lead, recruit, motivate and develop staff in order to enhance performance delivery, meet contractual obligations and maximise staff retention.
The Individual
A high level of communication and influencing skills and able to work within a team understanding your own and other's contributions and opinions. Ability to think outside the box and be creative with ideas to improve efficiency and solve complex problems.
source:Head of Customer Relations - Totaljobs.com
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Can someone amend the title to RBS Head of Customer Relations...
Requirements
Extensive operational and people management - experience in running a large, multi-site, channel and product environment.Cultural change leadership ? led or been part of a leadership team that has delivered operational change through people. Able to communicate with managers at all levels and have the ability to present issues/ opportunities in a clear and concise manner.
Responsibilities
Leadership of a team of 5 managers and a staff compliment of 350FTE; geographically split in a wide range of Customer Relations roles. To provide first class complaints handling, compliant with FSA and Insurance Ombudsman guidelines and measured against Complaint Handling Satisfaction Survey Contribute to the development & implementation of the Customer Relations Strategy to support the achievement of RBS Insurance Customer Strategy. Manage RBS Insurance Customer Service Excellence programme & ensure it is inline with RBS Group customer feedback programmes.Lead, recruit, motivate and develop staff in order to enhance performance delivery, meet contractual obligations and maximise staff retention.
The Individual
A high level of communication and influencing skills and able to work within a team understanding your own and other's contributions and opinions. Ability to think outside the box and be creative with ideas to improve efficiency and solve complex problems.
source:Head of Customer Relations - Totaljobs.com
------------------------------- merged -------------------------------
Can someone amend the title to RBS Head of Customer Relations...
