Group Customer Experience
What we do
How we're structured
The roles we recruit for most often
What we look for
Your career prospects
Where you’d work
When you provide financial services, your main ‘product’ is your service. It’s the job of Group Customer Experience to champion our service offer and improve it wherever possible.
Our main responsibilities include –
- Service Measurement and Analysis
- Complaint Operations and Controls
- Service Development & Strategy
- Customer Risk Management
- Treating Customers Fairly Regulatory Compliance.
People in Group Customer Experience work across the following teams:
- Escalated Complaint Management
- Service MI and Risk Management
- Service Excellence
The roles we recruit for most often
We tend to recruit Member Relations Assistants and Member Relations Officers and develop them into more senior roles.
Member Relations Assistant
Your responsibilities would include –
- carrying out admin tasks including referring complaints to the relevant business areas
- handling calls to the helpline and putting them though the right person in the department.
Member Relations Officer
There are two important parts to this role –
- initial investigations into complaints and handling straightforward policy complaints usually to do with fees and charges
- investigating more complex cases and developing your skills with the aim of progressing into a Member Relations Manager.
Member Relations Manager
This is a more specialist role in which you would –
- investigate complex complaints and those involving the financial Ombudsman and provide our final response
- advise the business areas on all aspects of handling complaints.
Senior Member Relations Manager
In this role you would –
- act as coach, mentor and manager of five to ten Member Relation Assistants and Member Relations Officers
- investigate complex and regulated advice complaints
- manage complaints received by senior executives
- advise business areas on all aspects of handling complaints
- take part in departmental projects/development and introducing change.
Resolving complaints and turning an unhappy customer into a happy one is enormously satisfying. But it can also be daunting. The work is high profile. You’ll have a lot of accountability. And when it comes to regulatory requirements, there’s a lot to learn. The people who do well here tend to have certain skills and qualities in common.
- A real passion for service improvement
- Strong influencing skills
- The determination to make a difference
- Service experience in a distribution channel
- Knowledge of customer relations
- Well developed Interpersonal skills
- Good organisation skills
- The ability to manage data
To join us at Member Relations Manager level and above you’ll need Cefa or Cemap qualifications
Because of the breadth of subject matter it usually takes six to 12 months for a high-performing Member Relations Officer to become a Member Relations Manager.
Prove your ability though and you can progress across the business as well as within the Division.
You’d be based in our Northampton Head Office.