Customer Relations Team Leader

Shoosmiths - UK Law Firm of the Year Winner at the Legal Week British Legal Awards 2015.

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

Our Recoveries Services Group (RSG) provides a complete range of debt recovery services utilising cutting edge technology and with specialists dealing with different debt types, all operating under a centralised management structure allowing us to deliver consistently excellent service. Our structure ensures we can provide a full range of volume recoveries and litigation options, whilst ensuring that we have the expertise and experience to deal with complex and technical issues arising from volume recoveries.

The Business Assurance Team (BAT) is responsible for the routine monitoring of all of RSG’s customer facing teams ensuring that the Practice Group adheres to (and can evidence that we are adhering to) the set regulatory requirements. The BAT is also responsible for providing the RSG Executive with up to date and timely information on key risks and issues across the Practice Group, and for delivering internal (non-legal) training and the maintenance of all training records.

The Recoveries Services Group (RSG) Practice Group is committed to employing staff with the requisite skills, knowledge and expertise necessary for the roles they carry out to ensure compliance with relevant regulatory and specific client requirements and to ensure customers are treated fairly.

The main purpose of this tole is to provide support to RSG by managing the RSG Customer Relations Team (CRT) comprising of Customer Relations Executives (CRE), to evidence the ongoing competence of RSG Complaints policy, by ensuring that customers are treated fairly.

Key responsibilities

• Support the Head of Business Assurance to ensure all systems and controls to evidence RSG meet regulatory requirements in relation to complaint handling.
• Manage, with support of the Head of Business Assurance, to drive continuous improvement; including effective supervision of the CRE in accordance with regulatory requirements.
• To support the Head of CRT in managing the CRE by completing 1-2-1 and ensuring team development targets are met.
• Manage your own workload, and support the CRE to ensure that complaints are progressed within SLAs.
• Respond to complaints both in writing and verbally, delivering excellent customer service whilst managing reputation and regulatory risk at all times
• Liaise with RSG departments to ensure you are able to investigate complaints fully
• Communicating effectively both internally and externally using appropriate methods of communication
• Undertake regular team meetings with the CRE to ensure consistency of approach;
• To extract and provide Complaint reports to the Unit Heads and our clients on a monthly basis.   This will include root cause analysis reviews.
• Assist with the production of complaint reports to the FCA, on a half yearly basis.
• Identify root causes and issues, provide creative ideas to drive improvement and provide reports to clients, as required
• Have oversight of the feedback cycle to ensure the relevant development is being completed in a timely manner;
• Timely identification of risks and issues and recommendation of remedial actions, including the provision of proactive training solutions to resolve identified process issues or individual/team training requirements;
• Identify regulatory developments, in conjunction with Q&R team, in relation to regulated complaint handling and manage the delivery of any change control.
• Provide a quality central complaint resolution service in accordance with the RSG Complaints Policy; with sign off of final responses.

General responsibilities

• Supporting senior managers in providing compliant recoveries services and ensuring that customers are treated fairly at all times.
• To be familiar with and follow the RSG policies, procedures and processes
• Comply with all of the RSG and the firm's policies and all regulatory requirements
• Control and manage your and the CRT workload effectively and efficiently using the relevant case management systems and IS resources and processes appropriately
• Be responsible and accountable for your and the CRT  workload including meeting internal and client SLA requirements
• Be aware of associated areas of law and regulation impacting the delivery of the CRT service, and keep up to date with any associated legal or regulatory changes
• Recognise any issues and/or potential issues in cases and address/refer these appropriately
• Attend and complete any training in a timely manner
• Attend internal and external meetings as required and assist in implementing changes to any CRT procedures.
• Liaise with other internal teams as appropriate

You will need the following skills and experience:-

• Previous experience of managing a team, preferably in a Complaint type role
• Good understanding of the industry expectations of FCA regulated complaints
• IT literate with experience of using Word, Excel and the internet
• Good written, numeracy and oral communication skills
• Accuracy and attention to detail
• Ability to prioritise, be organised and efficient
• Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance
• Able to integrate within a team and able to work on your own initiative
• Friendly and helpful approach
• To work with integrity and impartiality

Performance Standard

• Treat your colleagues, clients and their customers and third parties with respect

Please note:

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out on offer of employment is accepted. These checks may include references, proof of ID and current address. Personnel Vetting credit search (which will only highlight insolvency or County Court Judgments); Terrorism Check (against data supplied by the Bank of England) and a Criminal Records check

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.