Team Leader Complaints

Legal

Manchester, England, GB

Posted on

Employer reference: REF925E

The Opportunity

Shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complex problems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

Join Shawbrook because you:

  • Want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains.
  • Want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive.
  • Want to continue to grow professionally. We encourage you to grow and be the best version of yourself.
  • Care about sustainability? We want to be better for our people, environment and society.
  • Bring passion and enjoyment to your work. You’ll work hard but you’ll have fun too.

The Role & Responsibilities

  • To lead a team of complaint executives in the delivery of fair customer outcomes. 
  • Ensure effective day to day complaint management delivery across the team in line with Bank standards and regulatory requirements.
  • Develop the team through coaching and performance management, identifying training needs alongside learning and development.
  • Identify areas for continuous improvement with a problem-solving approach to drive exceptional customer service and outcomes.
  • Provide detailed MI and root cause analysis to management with analysis and findings.
  • Complete daily quality control checks to assess competency level in line with the T&C framework.
  • Build strong relationships across the business divisions and key stakeholders to ensure the complaints team are kept up to date on processes and emerging risks.
  • Escalation of any problems or issue to management or where appropriate to the Risk & Compliance teams

The Person

 

  • Complaints qualification
  • Previous Experience in working within complaints
  • Strong  banking industry experience
  • Experience of staff management / Team leader
  • Experience of working to tight deadlines
  • Experience of working in a team.
  • Experience of Reporting and Data Analysis

 

Reward

 

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

  • Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
  • Free access to Headspace, a mindfulness & meditation digital health app
  • Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
  • EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
  • Cycle to work scheme
  • Discounts on gym membership
  • Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

  • Minimum of 27 days holiday per year
  • Option to buy or sell holiday days through our flexi-holiday scheme
  • Discounts on gym membership nationwide
  • Access to discounts on a range of high street and online brands
  • Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

  • Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
  • Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done

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