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    • Customer Relations Team Leader - Metropolitan Borough of Solihull - Paragon Bank

    Paragon Bank
    Paragon Bank Metropolitan Borough of Solihull

    3 weeks ago

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    Description

    Customer Relations Team Leader - FTC 18 Months

    About This Role

    A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK, and we work together to help them achieve their ambitions and build a sustainable future. If you're an experienced Complaints Team Leader looking for an opportunity to grow in a friendly environment, this could be the role for you.

    Purpose of the Role

    We're looking for someone to lead a team of specialists who will handle all commission-related complaints received into the Group. Your key responsibility will be to develop your team through coaching and mentoring, ensuring they deliver good customer outcomes while meeting regulatory requirements. You'll also assist management in identifying process efficiencies and produce accurate management data to inform the Group about the impact of such cases. Additionally, you'll represent the Group in a professional manner, liaising with stakeholders across the business.

    Key Responsibilities

    • Coach and mentor Case Handlers specialising in complaints related to DCA commissions
    • Produce accurate and factual management data relating to these complaints
    • Train and develop new starters to the team
    • Ensure all cases are investigated according to FCA guidance on commissions, resulting in good outcomes
    • Deploy effective case workload management to meet regulatory SLAs
    • Manage complaint follow-up actions as needed
    • Collaborate with other team members and management to ensure consistent achievement of team targets
    • Organise and update information on computer systems and paper files to maintain precise records and produce accurate statistics

    What We're Looking For

    • Excellent communication, research, and leadership skills
    • Good attention to detail with a focus on producing high volumes of work efficiently and accurately
    • A disciplined approach to work, ensuring deadlines are always met
    • Ability to organise and prioritise workloads effectively

    Working Hours

    This is a full-time role, working 37.5 hours per week, Monday to Friday, from 8:30am to 5:00pm (with one hour for lunch)

    What We Offer

    • Generous Holiday Allowance: Starting from 25 days and rising to 30, plus additional days off for your birthday, Christmas Eve, and New Year's Eve. You can also buy or sell up to a week's leave
    • Share Save Scheme: Annually, you have the opportunity to purchase shares in our company at a discounted rate
    • Profit Related Pay: We share some of our annual profit with eligible employees
    • Pension Plan: We contribute up to 10% of your annual salary towards your pension
    • Family Friendly policies: Enhanced parental pay and paid time off for fertility treatment
    • Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring, and more
    • Volunteering Day: Contribute to causes you care about with one volunteering day per year
    • Life Assurance and Personal Accident Cover

    Flexibility and Work-Life Balance

    We promote flexibility around how and where we work, so you can achieve a healthier work-life balance. We operate a hybrid model, splitting our week between the office and home.

    Be Yourself

    We're an equal opportunities employer and welcome diversity and inclusion. We want you to be your whole self at work.

    Have Your Voice Heard

    We listen to your point of view, with regular employee surveys and our People Forum, to make sure you can influence our future.

    Maintain Your Wellbeing

    We offer a range of tools and resources to support your wellbeing, including access to a digital GP service, our Wellbeing team, and discounted gym membership and fitness equipment.

    Develop Your Skills

    We encourage you to learn and develop, building a personalised development plan with your manager, as a Platinum Investors in People employer.

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