Complaints Team Lead Fintech Company - Valencia, España - weWow

weWow

Empresa verificada

Valencia, España

hace 2 semanas

Publicado por:

Isabel García

beBee Recruiter

Descripción

weWow's continued objective is to deliver the most impactful Customer Experience and Quality through our smart and energetic talents with the goal to increase customer retention.

about the brand

A financial tech brand pioneering in online money transfers_

The aim of our client is to make international money transfers cheap, fair and simple.

They have partnered with banks and companies such as Monzo, Bolt and GoCardless, to offer their customers better international banking.

Today, their multi-currency account helps millions of people and companies manage their money worldwide.

about the role.

The Complaints Lead is a people-driven leader with a mindset to build processes that puts our customers first while being aware of the risks surrounding the industry, specific products, and requirements set to us by regulations and partners.

Your mission is to execute on our Customer Support and Complaints strategy and framework, both through leading the team, and by having hands-on complaints and quality checks.

The job of the Complaints Lead is to guide the team to understand the right wrongs through fairness, accountability and transparency.

A Complaints Lead will ensure that the team is providing the customer to receive the fairest possible outcomes to their complaints and will put things right if necessary.

The role requires understanding of our regulatory obligations when it comes to complaints handling and working efficiently while handling multiple complaints at once.

You'll be part of an operation that puts the customer first and drives change across the company to achieve better outcomes

Through thorough analysis of customer complaints you help operations improve customer experience, quality of service, efficiency, effectiveness and knowledge.

You will provide visibility, guarantee collaboration and seize opportunities to improve CO teams state and scalability, all while making sure we are compliant in our processes and product, forecast required resources.

how to wow.

Develop and lead a strong Complaints Officers' team with the emphasis on Customer Support
Build and maintain a positive work environment while scaling team performance, culture and values
Supporting our CO team on their personal growth paths while inspiring and motivating the team to succeed
Understand the goals and KPIs for the CO team and translate those to your daily business and team
Help team members to understand their role in the mission through coaching, challenging or mediating debates
Managing team's resources and their relevant skills and availability
Lead by example in excelling in Complaints and providing valuable feedback to improve the customer experience
Goto point of escalations for greyarea quality complaints, quality and disputes
Onboarding new Complaints Officers in their role and in the team
Take ownership of implementing and operating the Customer Complaints framework with the team and being the point of contact for any Framework related questions and changes
Measure and support the alignment of team KPIs and SLAs for success and efficiency
Responsible for workforce management and scheduling based on forecast
Coordinate CO activities, ensuring at all times highquality, highspeed workflow with optimal coverage
Ensure that all information and documentation provided to satisfy parties information requests meets set expectations with stakeholders
Reporting directly to Customer Success Manager

wow factor.

You have a bachelor or university degree in Business Management or any other related field
You have +2 years of professional management experience in a comparable position and field, preferably in Complaints / Quality
You have an intercultural CV and can speak professional English level to engage within our international environment
You're an excellent communicator and have impeccable verbal and written communication skills to interact with different stakeholders
You are analytical and KPIdriven and hold yourself, and others, accountable for achieving established and measurable performances
You are thorough, accurate and pay attention to every single detail
You're a teambuilder by developing your team, and ensuring that we're delivering on the business needs
You have an interest in guiding and mentoring a highperforming team, aimed at developing and accelerating the skills and career paths of your team members
You are structured and well organized. You track progress and completion of activities to meet your objective
You have technical skills and are familiar with Google Suite, MS office, Slack, Confluence and CRM/Quality tooling
Build and maintain strong relationships with internal stakeholders from an array of different teams
You add value to weWow with your unique personality and skill set

wow experience.