- A Senior Manager – Customer Experience (Member Service) at our Head Office in Swindon
- £52,120 - £78,180 a year, on an open-ended basis
- Send in your application 4th August
Reporting to the Head of Complaints Governance (Member Service) the role has accountability for leading and implementing 1st class group wide complaint handling related activities.
Working with business areas, you and your team will support, challenge and influence the wider business to enhance the experience of customers who complain whilst simultaneously ensuring they are treated fairly. You will lead a group of high level specialist relationship managers to implement a 1st class group wide complaint process, engaging executives and senior managers across the business, ensuring the customer is at the heart of everything we do.
The job holder will operate in an ever changing competitive environment and must have the ability and desire to take on the challenge to ensure the organisation retains market leading processes and customer experience in this area.
The role includes Group wide responsibility for evolving our approach to how we train and enhance our employee skills in dealing with complaints (Training and Competence Scheme), enabling them to deliver a great experience and fair outcomes to our customers.