Management and resolution of a large ongoing caseload of open complaints while strictly adhering to regulatory and policy timelines. In-depth knowledge of regulatory requirements of The Financial Conduct Authority (CONC & DISP). Excellent negotiating skills and valued as being able to build a rapport with customers.Meticulous complaint records are maintained & recorded for root cause analysis & business improvement plans. Responsible for issuing required feedback to other department heads based on complaint outcomes.Liaise, where necessary, with The Financial Ombudsman Service regarding escalated complaints.Liaise with third party companies representing the customer such as debt management, citizens advice and solicitors.

Main Duties and responsibilities: Administration of operations teams’ stats, ensuring these are updated accurately on a daily basis to ensure effective performance management Administration and management of company bonus table, responsible for reporting figures to Head of Collections for finance purposes Administration of Managers’ rota. Shifts and lock up rota must remain up to date Administration of Team Managers’ holiday allocation, track leave applied and ensure hours are applied accurately Preparation of historic data and trends for Head of Collections for analysis as required Monitoring absence line, taking calls from employees and ensuring all absences are updated to WFM and Payroll Administration of staff lists, information must remain accurate to ensure effective reporting Incentive management –responsible for implementing proposed budget, presentation and purchase of staff incentives. Data must be accurately recorded for finance and tax purposes.  Administration of all Team Managers’ completed paperwork. Must follow strict confidentiality guidance as will be privy to sensitive data; return to work forms, disciplinary documents and probation review forms All other AD HOC requests within operations Extremely competent with all MS Office packages and other system software

Investigate complaints and provide a detailed response to the complainant. Deal with on-going complaint enquiries. Ensure detailed complaint analysis is recorded for Root Cause purposes. Provision of feedback to other business areas following Root Cause Analysis. Responsible for completing weekly and monthly client complaint logs. Responsible for monitoring EOD’s on a daily basis

To support the Store Manager to lead, engage and develop a highlyskilled and competent team of store colleagues to drive a successfulcommercial businessEnsure the effective people management of all store colleaguesalongside the Store Manager by providing coaching and developmentas appropriate.Competently and confidently communicate in a clear and simple waywith both our customers and our colleagues ensuring messages arefully understood.To assist your Store Manager to ensure the store team have theknowledge, skill and confidence to provide a brilliant customer serviceensuring the customer need are fully met at all times.To support the Store Manager in creating and developing a highperforming team, continually raising the bar on the team’sperformance, through the appropriate use of performance reviews,daily coaching and development, performance and absencemanagement.Pro actively manage the sales floor and customer flow, ensuring theteam engages with customers in an energised and respectful way,seeing every customer as a VIP and every interaction as anopportunity.To achieve individual success which contributes to the successfuldelivery of the all the commercial key performance indicators of thestore whilst fully understanding how the store is performing againsttargets and objectives.Support the Store Manager to ensure the successful delivery of thecommercial performance of the store against personal and store KPIobjectives and targets ensuring any performance gaps areaddressed

Responsibilities:Recruitment, development and performance management of storeteam in-line with business objectivesProvide an excellent customer experience through high levels ofservice an excellent product knowledgeAchievement of store targets as set by the companyMonitor and protect stock and assets in line with company proceduresMonitor and influence controllable costs, including compensation, inline with agreed allowancesAccurately complete all store administration in line with companyprocessesImplement and maintain merchandising standards and pricing in linewith central instructionsEnsure clear communication of and compliance with companypolicies & procedures and legislative standards