Head Of Customer Quality And Complaint Resolution

M&G Life

United Kingdom
Base: not specified; bonus/equity: not specified; ...
Leading large customer service teams
Driving quality strategies omni-channel
Senior stakeholder management complex operations
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

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.
  • 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.
  • 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.

Salary

Base: Not specified; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • leading large customer service teams
  • driving quality strategies omni-channel
  • senior stakeholder management complex operations
  • implementing quality assurance programs
  • data analysis for service improvement
  • ensuring compliance industry regulations

Nice-to-have

  • empathize with customers handle complaints patiently
  • strong knowledge service performance KPIs
  • continuous improvement cross-skilling
  • leadership training strategy development

Key Requirements

  • Experience leading large teams
  • Experience driving quality strategies
  • Senior stakeholder management experience
  • Understanding of financial services regulations
  • Proven ability to lead and develop a team
  • Experience implementing and managing QA programs
  • Proficiency in data analysis
  • Experience ensuring compliance
  • Demonstrated success driving continuous improvement
  • Experience briefing up to GEC/ExComm level

Work Rights

Not specified

Tailored Resume

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