Head Of Customer Quality And Complaint Resolution

M&G plc

Stirling, United Kingdom
Customer outcomes and efficient operational processes
Complaints handling and oversight
Root cause analysis for business improvements
The role holder will set the bar for quality, focussed on customer outcomes and efficient handling and processing across all of our operations across all functional domains (contact channels, back office processing and complaints handling)

Job Summary

  • The role holder will set the bar for quality, focussed on customer outcomes and efficient handling and processing across all of our operations across all functional domains (contact channels, back office processing and complaints handling).
  • They will then ensure that the mechanisms are in place for training, licencing and routine checking of our customer service agents to ensure that M&G delivers the level of quality in customer service that underpins our purpose: to give everyone real confidence to put their money to work.
  • At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond.

Matching Summary

The role holder will set the bar for quality, focussed on customer outcomes and efficient handling and processing across all of our operations across all functional domains (contact channels, back office processing and complaints handling).

Skills & Requirements

Must-have

  • customer outcomes and efficient operational processes
  • complaints handling and oversight
  • root cause analysis for business improvements
  • data and insights for service improvement
  • risk identification and management
  • leadership training strategy development

Nice-to-have

  • inclusive culture and diverse workforce
  • flexible working arrangements
  • continuous improvement and cross-skilling
  • empathy and patience with customers

Key Requirements

  • experience leading large teams
  • developed and driven quality strategies
  • senior stakeholder management experience
  • understanding of financial services regulations
  • proven ability to lead and develop a team
  • experience implementing and managing quality assurance programs
  • experience ensuring compliance with industry regulations
  • experience briefing up to GEC/ExComm level

Work Rights

Not specified

Tailored Resume

Cover Letter