Team Manager

Job Title: Complaints Team Manager

Contract Type:  Permanent

Location:  Alderley Park

Working style: Hybrid 50% home/office based

Closing date:  17th March 2025

Due to customer base growth and internal team expansion, we are looking for a passionate and dedicated Complaints Team Manager to join our team, ensuring all of our customers consistently receive a market-leading customer experience. This role is crucial in maintaining the helpful and trusted complaint teams in the industry through a culture of continuous improvement and high employee engagement. As well as delivering industry leading levels of service, you will have the opportunity to work on exciting projects such as managing service delivery, ensuring productivity and efficiency levels are met, driving continuous improvement, and supporting operational change.

About the role

• Manage service delivery to ensure all customer interactions are delivered within regulatory rules, timescales, and quality standards.
• Oversee complaints team workflows and demand to ensure productivity and efficiency levels are met.
• Drive a continuous improvement culture within the team, focusing on improving processes and outcomes.
• Support the implementation of operational changes and deliver identified and targeted benefits.
• Ensure key customer service risks are fully understood, controlled, and mitigated to meet regulatory requirements.

About you

• Demonstrable evidence in leading and engaging people in direct/indirect customer-facing teams on vision, purpose, and delivering value to customers.
• Absolute passion for customer satisfaction/delivery and understanding of the drivers of customer delight/dissatisfaction
• Excellent understanding of customers, what matters to them, and how to communicate to meet their needs.
• Proven capabilities in driving continuous improvement, encouraging ideas, and achieving Consumer Duty outcomes.
• Proven experience in managing change and a changing environment (processes, procedures, technologies, and business systems) within a team management context/environment.
• Strong communication and stakeholder management skills.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.   

 Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. 

 We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits  

 Inclusion, diversity and belonging 

 We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.