AVP, Customer Relations & Scam Support Manager, Team Lead, Customer Centre, CSH, Group COO-(WD82019)

Role Overview:

This role is responsible for the management and development of the Customer Relations team in order to ensure a high standard of service is always provided to both internal and external customers.

Key Responsibilities:

Oversee the day-to-day operation of the Customer Relations Team 

Ensure RED service standards are embedded in all our customers’ interactions 

Ensure performance key targets, SLAs and KPIs are achieved 

Ensure all stakeholder reporting is within timescales and guidelines 

Identify root cause of complaints and opportunities to take proactive measures to enhance customer experience 

Identify VOC trend and make timely recommendation on staffing and scheduling to ensure the team is adequately staffed 

To consistently meet and exceed the Customer Centre targets set (KPI) without c...