Team Manager

Description:

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference.

About The Opportunity

In this role, you will provide operational leadership to a team of dispute resolution specialists while driving continuous improvement in our complaint resolution process. With your empathetic and kind approach, you will inspire and motivate your team to achieve success. Your industry knowledge and understanding of relevant policies will be instrumental in ensuring efficient and effective complaint resolution.

Typically, in this role you will:
 

• Monitor the progress of complaints, ensuring individual targets for resolution are met.
• Conduct regular team meetings to discuss complex cases and provide ongoing learning opportunities.
• Provide guidance, coaching, and quality assurance support to your team members.
• Apply your expertise in complaint resolution criteria and relevant industry practices to ensure fair outcomes.
• Collaborate with senior management and peers to identify and implement process improvements