SCUK Customer Relations Team Leader (12 Month FTC)

We are looking for a Customer Relations Team Leader to join our team on a 12 Month Fixed Term Contract. The role is responsible for leading a team of complaint handlers, overseeing complaint handling activity, and ensuring adherence to policies and SLAs.

Requirements

• Previous experience in complaints handling or customer relations
• Strong understanding of complaints handling processes and standards
• Previous experience of coaching, supervising or developing others
• Knowledge of regulatory complaint requirements and SLAs
• FCA / regulatory framework knowledge
• Ability to assess complaint quality and outcomes
• Excellent verbal and written communication skills
• MI experience, with the ability to manage performance, spot complaint trends, and provide reports to management
• Understanding of customer outcomes and conduct risk concepts
• Strong time management skills, and the ability to prioritise and work to tight deadlines
• Microsoft Office experience (including Word, Excel, PowerPoint)
• Strong leadership skills, is highly organised an able to work under their own initiative
• Excellent problem-solving skills
• Previous team management experience (desirable – not essential)

Benefits

• Competitive salary of £36,000 - £40,000 (dependent on experience)
• 27 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• £500 flexible benefit allowance
• Generous pension contributions
• Employee assistance programme
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc