Customer Relations Team Leader

Siemens Financial Services are looking for a Team Leader to lead our Customer Relations team in Stoke Poges. You will be responsible for the management and resolution of complex customer issues and complaints. You will lead a team of customer relation executives, ensuring that all cases are handled effectively, within set timescales, and in line with regulatory requirements. Your role will support the development of strategies to improve complaint handling processes and working closely with the wider business to drive continuous improvement across the organisation. We offer hybrid working, with 2-3 days per week in our Stoke Poges office. You'll create impact by:

• Team Leadership : Lead and motivate the team, providing guidance, support, and training to ensure the highest standards of service delivery.
• Complaint Resolution : Oversee the resolution of complex queries and complaints, ensuring all cases are handled professionally and in line with organisational policies and procedures.
• Process Improvement : Develop and propose strategies to improve complaint handling processes, ensuring that customer feedback and root cause analysis is used to drive continuous improvement.
• Collaboration : Work closely with internal teams and external customers / partners to resolve issues and enhance service delivery. Act as a point of escalation for unresolved or high profile complaints.
• Reporting : Produce detailed reports on complaint trends, outcomes, and areas for improvement, providing insights to management and the wider business through quarterly forums, influencing decision-making.
• Compliance : Ensure all complaints are managed in compliance with relevant legislation, regulations, and organisational policies, maintaining high standards of data protection and confidentiality.
• Customer Focus : Champion a customer-centric approach within the organisation, ensuring that the needs and concerns of customers are the forefront of service delivery.
  
  Proven experience: in a complaints management or customer service role, with a strong background in handling complex queries and complaints, preferably within the asset finance industry.
• Leadership Skills: Strong team management skills, with the ability to motivate and develop a team to achieve high performance.
• Communication : Excellent verbal and written communication skills to engage effectively with customers, colleagues, and management.
• Problem-Solving : Demonstrate ability to analyse issues, develop solutions, and develop changes that improve the customer journey.
• Organisational Skills : Highly organised, with the ability to manage multiple priorities and work under pressure to meet deadlines.
• Industry Knowledge : A preferred understanding of asset finance, relevant legislation, and the regulatory environment.
• Compliance Knowledge - Sound understanding of the Complaints Handling Regulatory requirements and FOS rights.
  
  At SFS, our people are our most important asset, and what matters to them matters to us! We are committed to driving positive change in society and the workplace. Watch our video to find out more - https://www.youtube.com/watch?v=wqSNxhZnA3s
  
  Performance-Based Bonus: Enjoy an annual bonus linked to the company's performance
• Hybrid Working: Achieve a healthy work-life balance with our hybrid working arrangements
• Pension Plan: Secure your future with our generous pension scheme, with employer contributions up to 10%.
• Time Off: Recharge and rejuvenate with 26 days of annual leave (plus bank holidays), and the option to buy or sell an additional 5 days.
• Private Healthcare - Free BUPA plan, plus subsidised healthcare for immediate family members