Customer Resolution Team Manager
at Ministry of Justice
Glasgow, Scotland, United Kingdom -
| Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
|---|---|---|---|---|---|---|---|
| Immediate | 30 Nov, 2024 | GBP 35678 Annual | 01 Sep, 2024 | 3 year(s) or above | Good communication skills | No | No |
Required Visa Status:
| Citizen | GC |
| US Citizen | Student Visa |
| H1B | CPT |
| OPT | H4 Spouse of H1B |
| GC Green Card |
Employment Type:
| Full Time | Part Time |
| Permanent | Independent - 1099 |
| Contract – W2 | C2H Independent |
| C2H W2 | Contract – Corp 2 Corp |
| Contract to Hire – Corp 2 Corp |
Description:
Salary
£32,827 - £35,678
Number of jobs available
1
Detail of reserve list
12 Months
Region
Scotland
City/Town
Glasgow
Building/Site
CICA Buchanan Wharf, 10 Clyde Place, Glasgow, G5 8AQ
Grade
HEO
Post Type
Permanent
Working Pattern
Full Time, Flexible Working
Role Type
Operational Delivery
Will the successful applicant have line manager responsibilities?
Yes
Job description
Responsibilities:
ROLE DESCRIPTION
Our Customer Resolution Team investigate and respond to complaints from applicants and their representatives.
You will be responsible for the management and delivery of the CICA complaints procedure and leadership of a small, focused team of complaint handlers. You will provide support, guidance and leadership to the team.
You will deliver outcomes for applicants at pace, whilst maintaining a high quality service. As team manager you will undertake investigation of and provide responses for escalated complaints.
You will analyse complaints data, sharing trends analysis with colleagues and working closely with internal stakeholders, to provide feedback that improves our service.
You will provide management information and insight to senior leaders and performance Boards, highlighting the progress of complaints activity throughout the year.
You will have a strong commitment to delivering personal and team objectives linked to the CICA Business Plan.
You will have strong interpersonal skills and develop effective working relationships with a wide range of stakeholders.
You will have direct line management responsibility for complaint handlers.
You will report to the Senior Customer Engagement and Complaints Manager.
KEY RESPONSIBILITIES
- Undertake investigation of and provide responses to escalated complaints.
- Lead the team, to ensure resolutions are provided in line with our complaints
- Provide feedback, support and training to the team, to ensure resolutions are to a high standard.
- Build individual and team capability through one-to-one performance discussions, confidently addressing risks to performance by supporting colleagues to learn and improve.
- Provide complaints data and insight to senior leaders and wider operational colleagues.
REQUIREMENT SUMMARY
Min:3.0Max:10.0 year(s)
Other Industry
HR / Administration / IR
Other
Graduate
Proficient
1
Glasgow, United Kingdom
