Executive Customer Relations Manager

Executive Customer Relations Manager: (Company Name - Subscribers only)

Put yourself at the heart of the (Company Name - Subscribers only). A career in banking operations puts you at the very centre of our business strategy. By putting customers at the heart of everything we do, weâ??re putting our whole business behind our Customer facing teams. As the face of our brand, especially in an increasingly digital world, you’ll play a vital role in our customers’ financial lives. Here, your voice is heard, and youâ??ll have the support and opportunities to thrive.

See your commute

As an Executive Customer Relations Manager, you’ll investigate complex complaints, taking ownership of the end to end process to complete the investigation. You’ll need to have excellent written and verbal communications skills, be detailed orientated and work at pace. Any experience working with complaints is desirable. You’ll need to work from our London office 2 days per week. The interviews for this position will be two stage.

If we receive a high volume of relevant applications, we may choose to close the advert earlier than the advertised date, please ensure you apply as soon as possible if you have the skills needed to become our next Executive Customer Relations Manager.

Monday to Sunday 7am-11pm contract

Typical shift patterns Monday to Friday between 8am-8pm, occasional Saturday to Sunday 9am-5pm

Hybrid working pattern- Tuesday and Thursday are office days

Salary £35,000

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests.Â

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution  for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bankâ??s products and service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a teamâ??s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the (Company Name - Subscribers only) Values of Respect, Integrity, Service, Excellence and Stewardship â?? our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the (Company Name - Subscribers only) Mindset â?? to Empower, Challenge and Drive â?? the operating manual for how we behave.

Share job

Reasonable Adjustment

(Company Name - Subscribers only) welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review

Our purpose

Weâ??re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And weâ??ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about (Company Name - Subscribers only)’ strategy please click

Equal opportunities

(Company Name - Subscribers only) offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of (Company Name - Subscribers only) to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Right to work statement

(Company Name - Subscribers only) is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by (Company Name - Subscribers only), or you would require sponsorship from (Company Name - Subscribers only), you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

This is (Company Name - Subscribers only) London

Our global HQ is in Canary Wharf, at the heart of London’s financial district. There are over 10,000 colleagues here – a hugely diverse workforce made up of the world’s best financial and tech talent. If you love the buzz of city life, this is the place to be.

Supporting active commuters

Cycle or run to work? We’ve got everything you need – from cycle hire and parking areas to new showering and changing facilities.

Time to connect

CoSpace is our drop-in co-working space, where networks are built, problems are solved collectively and our community is strengthened.

Wellbeing in focus

Our Wellness Suite includes a well-equipped gym and exercise studios, and provides personal training sessions and massage therapy.

Advanced trading floors

Our new trading floors enhance communication, integrate sustainability, and support health and wellbeing through innovative design and British-sourced furniture.

Your browser does not support the video tag.

This is (Company Name - Subscribers only) London

Our global HQ is in Canary Wharf, at the heart of London’s financial district. There are over 10,000 colleagues here – a hugely diverse workforce made up of the world’s best financial and tech talent. If you love the buzz of city life, this is the place to be.

Supporting active commuters

Cycle or run to work? We’ve got everything you need – from cycle hire and parking areas to new showering and changing facilities.

Time to connect

CoSpace is our drop-in co-working space, where networks are built, problems are solved collectively and our community is strengthened.

Wellbeing in focus

Our Wellness Suite includes a well-equipped gym and exercise studios, and provides personal training sessions and massage therapy.

Advanced trading floors

Our new trading floors enhance communication, integrate sustainability, and support health and wellbeing through innovative design and British-sourced furniture.

Your browser does not support the video tag.

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success. Our colleague networks offer connection, support, and growth, while our