Customer Escalations Manager

 

Overview of the role:

The Customer Escalations Manager is responsible for delivering exceptional service and efficiently managing escalations and complaints across the business, specifically within ACI and Verify. This leadership role involves overseeing a team of Customer Escalation Officers, ensuring complaints are resolved promptly and fairly, while driving continuous improvement through root cause analysis with the support of the Customer Journey Manager.

The role will collaborate closely with both operations and back-office teams to address customer needs, ensure adherence to client requirements, and resolve issues effectively. The role also focuses on coaching and developing the complaints team to ensure they provide consistent, high-quality service.

This position is ideal for a responsible, customer-focused individual with strong leadership skills, FCA complaints handling experience and a passion for creating a culture of continuous improvement and customer satisfaction.

 

Accountabilities
Breakdown of the duties/tasks/responsibilities of the role

  • Develop and implement complaint resolution standards and processes, to drive positive outcome and adheres to our high service standards.
  • Monitoring of complaint responses for individual, team and business opportunities.
  • Support the team in managing complex or escalated complaints from various sources, including the FCA, ICO, CSA, and FOS, ensuring quick, effective resolution and compliance with regulatory requirements.
  • Lead the recruitment, training, and ongoing development of the complaints team, conducting regular performance reviews, team meetings, and professional development sessions to ensure a motivated, knowledgeable, and high-performing team.
  • Ensure all complaint handling policies and procedures align with industry best practices, regulatory guidelines, and client-specific requirements.
  • Collaborate with operational teams to ensure consistent communication and proactively address any service gaps or customer pain points.
  • Drive continuous improvement by implementing measures based on feedback, performance data, and Root Cause Analysis (RCA).
  • Oversee the daily performance of the complaints team, ensuring adherence to Service Level Agreements (SLAs) related to productivity, quality, and resolution timelines.
  • Produce regular Complaints MI and data packs to inform management decisions, identify areas for improvement, and guide RCA initiatives.

 

Measures
How the tasks/responsibilities will be measured/achieved

  • Customer Escalations colleagues are integrated within the wider operations team and provide valuable first-line support across all customer channels, contributing to a seamless customer experience.
  • Demonstrable improvements in customer service metrics, including a reduction in FOS complaints, and a decrease in overall complaints, driven by a focus on continuous improvement and proactive issue resolution.
  • The Customer Escalations team consistently achieves all KPIs and ensures that complaints are resolved within SLAs, maintaining high standards of efficiency and service.
  • Work in Progress (WIP) and potential WIP is established and monitored to successfully resource in the Customer Escalations team for short, medium and long-term risk to manage Business as Usual BAU).
  • The Customer Escalations team is utilised as subject matter experts (SMEs) and acknowledged for their contributions to broader business initiatives, enhancing overall operational effectiveness.
  • MI and reporting are delivered at agreed intervals, with supporting data available to provide deeper insights and facilitate informed decision-making.
  • Regular reviews and improvements ensure that complaint handling processes are aligned with industry best practices, driving operational excellence and customer satisfaction.
  • Innovative technologies are regularly reviewed and discussed, with actionable recommendations made to enhance the complaint handling framework and improve operational efficiency.

 

Experience (essential/desirable)

Essential:

  • Experience working within an FCA-regulated environment, with a strong understanding of Complaints processes and regulatory frameworks.
  • Proven leadership experience, with a track record of successfully leading teams to achieve high performance and engagement.
  • Significant experience in managing complaints within a regulated environment, including handling complex cases and driving resolution.
  • Demonstrated success in improving team performance and meeting KPIs, with a focus on continuous improvement and achieving positive outcomes.

Desirable:

  • Experience working collaboratively with multiple stakeholders ensuring alignment on objectives and customer needs.
  • Strong background in managing and developing teams, with an ability to coach individuals and improve overall team performance.

 

Key Knowledge, Skills and Behaviours

Knowledge:

  • Strong understanding of financial services regulations (FCA, DISP, FOS).
  • Expertise in complaint management, root cause analysis, and debt collection practices.
  • Experience in reporting and evaluating performance.
  • Awareness of customer vulnerability and regulatory requirements.

Skills:

  • Excellent accuracy and attention to detail in complaint handling.
  • Strong ability to lead team in performance management, providing relevant challenge and support within the team and the rest of the business.
  • Strong communication (written and verbal) and presentation skills, capable of delivering insights to senior leadership.
  • Experience with IT tools (Microsoft Office, Power BI and SAS) and other reporting systems.
  • Solutions-driven, adaptable, and able to manage competing priorities in a fast-paced environment.
  • Self-driven, proactive, with a proven ability to motivate and lead a team to achieve KPIs and business goals.

Behaviours:

  • Acts as a role model and advocate for the team, promoting their contributions to the wider business and driving a culture of recognition.
  • Creates an environment of collaboration, transparency, and continuous feedback within the team and across departments.
  • Remains calm under pressure, managing sensitive complaints with professionalism and empathy.
  • Consistently demonstrates professionalism and aligns actions with the company’s values, ensuring a customer-centric approach.

 

Please email your CV to: recruitment@perchgroup.co.uk

 

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