Customer Care Team Leader (m/w/d)

Job Description

We’re looking for a highly skilled Customer Care (Complaints and customer feedback) Team Lead to oversee our team who’ll investigate and analyse customer complaints in regulated and non-regulated environments over a parental leave cover of 12 months.

The ideal candidate will possess excellent internal and external communication skills, a strong curiosity for all things complaints, and the ability to motivate a team to deliver fair outcomes to our customers, with exceptional attention to detail.

What you'll do...

• Thoroughly investigate and analyse all escalated complaints
• Handle complex inbound and outbound communication with customers in a calm and assertive way
• Working closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives
• Use several data sources to monitor performance across metric scorecards and regular reporting against KPIs/SLAs
• Communicate with internal and external parties, as needed, to investigate and close complaints
• Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints
• Maintain and update the complaints database with accurate information
• Make recommendations for fair redress and remedial actions
• Ensure all complaints are documented according to policies and procedures
• Provide root cause analysis and notify senior management of trends to make recommendations for customer experience improvement

What you'll need...

• Proven ability to lead and motivate teams effectively - this is vital!
• Exceptional people skills with the capability to communicate effectively and drive a team to consistently deliver on our exceptional customer experience.
• Proven Complaint Handling experience in an FCA regulated environment
• High level understanding of the FCA’s DISP regulations
• Excellent written and verbal communication skills
• Ability to build strong relationships with internal and external partners (power of persuasion)
• Experience in data analysis
• Experience in suggesting and implementing business improvements based on feedback
• Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management

If this sounds like you then we'd love to hear from you.

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.