Complaints Performance and Quality Lead

JOB TITLE: 130237 Complaints Performance and Quality Lead

SALARY:£57,546-£63,940

LOCATIONS:Edinburgh

HOURS:Full-Time

WORKING PATTERN:Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. We operate across a number of hub locations, so the role does have travel expectations across the UK.

Our IP&I Complaints Team is dedicated to supporting our LBG Purpose of Helping Britain Prosper by 'Solving problems for customers today and making experiences better for customers tomorrow.' Each complaint is handled with empathy, judgement, and care to ensure we deliver positive outcomes for both our customers and the Group. Our team of experienced complaint managers brings a diverse range of skills and expertise, often dealing with complaints from very vulnerable customers. This requires us to think creatively and empathetically about how to resolve these situations effectively.

As the Complaints Performance and Quality Lead, you'll lead teams supporting our customers and work with colleagues at all levels. This role involves providing quick updates on complaints, leading discussions to identify the best way to resolve complex complaints and deputising for the Senior Operations Manager to ensure continuity of leadership and decision-making in their absence. We're committed to continuous improvement and transformation in our approach to complaint handling, regularly reviewing our processes and incorporating feedback to enhance our service delivery. Your role will be pivotal in driving these initiatives, ensuring that we not only meet but exceed customer expectations.

• Lead the team to deliver positive outcomes for customers, fostering a high-performing and motivated environment.

• Collaborate and lead discussions with stakeholders to find resolutions to customer complaints, ensuring effective engagement and communication.

• Provide coaching and advice on effective communication and complaint resolution while developing colleagues as part of a high-performing team.

• Identify root causes of issues, share insights to improve future customer experiences and implement tailored customer treatment plans.

• Facilitate effective communication and engagement with stakeholders to enhance collaboration and understanding.

• Drive initiatives to enhance organisational culture and employee engagement, promoting a positive and inclusive workplace and deputise for the Senior Operations Manager as needed.

Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too

• Leadership:Proven leadership skills to manage and motivate a large team and to deputise for the Senior Operations Manager.

• Experience:Experience in complaint management is essential, Training & Competence supervision and coaching colleagues is advantageous. Experience in Insurance, Pensions & Investments would be beneficial but not essential.

• Judgement and Decision-Making:Strong judgement to make sound decisions in complex situations.

• Communication Skills:Excellent verbal and written communication skills to effectively convey information and updates.

• Problem-Solving:Creative and analytical thinking to resolve complaints in a fair and satisfactory manner.

• Empathy and Emotional Intelligence:Ability to understand and share the feelings of others, especially when dealing with vulnerable customers.

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it's why we especially welcome applications from under-represented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days' holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If you're excited by the thought of becoming part of our team, get in touch.We'd love to hear from you!