POSITION: CUSTOMER RESOLUTION MANAGER

We are recruiting a Customer Resolution Manager to join our Customer Operations Team, based in Esher. In this role, you will play a key role in managing, investigating, and resolving member and client complaints in a global operating environment by understanding their concerns and working collaboratively towards a fair resolution. This role is vital in maintaining the company’s commitment to quality customer service and ensuring continuous improvement across all areas of operations. You will take ownership of issues whilst influencing outcomes to ensure a successful and satisfactory resolution for all parties, meeting set SLAs and monitoring and improving the complaint handling across the organisation.
In this role, you will deliver a high-quality service through both written and verbal communication, demonstrating empathy, professionalism, and strong problem-solving skills. You will be responsible for making decisions, using sound judgement to achieve fair outcomes, while also identifying opportunities to improve processes and reduce recurring complaints.
Overview: Manage, investigate, and resolve member and client complaints, ensuring fair outcomes and continuous improvement. Deliver high-quality service through written and verbal communication, demonstrating empathy, professionalism, and problem-solving skills. Identify opportunities to improve processes and reduce recurring complaints.

RESPONSIBILITIES:

• Acknowledge, log, and resolve complaints daily, meeting regulatory timeframes.
• Liaise with stakeholders to facilitate resolutions.
• Write clear complaint summaries and provide regular reporting.
• Ensure compliance with relevant regulations and company policies.
• Conduct root cause analysis to improve customer satisfaction.
• Maintain confidentiality and integrity in complaint resolution.
• Conduct audits and escalate issues as necessary.
• Provide coaching to improve complaint resolution quality.
• Handle subject access requests with the risk team.