Customer Relations Team Leader

At ARAG, we are committed to delivering outstanding service and fair outcomes for our customers, while building strong and effective relationships with our business partners.

We are looking for an experienced Customer Relations Team Leader to support our Customer Relations team, helping to develop capability, drive performance and ensure complaints are handled professionally, fairly and in line with regulatory requirements

A key part of this role will be managing and developing relationships with ARAG's business partners in relation to customer complaints and customer outcomes. You will act as a key point of contact, building trusted relationships, ensuring partners are kept informed and working collaboratively with them to resolve issues and identify opportunities for improvement

This is an excellent opportunity for someone with complaints handling experience who enjoys coaching others, building relationships with key stakeholders, improving processes and making a real difference to both the customer and business-partner experience.

As Customer Relations Team Leader, you will support the Customer Relations Manager in leading a high-performing team responsible for the effective handling and resolution of customer complaints

You will play a key role in ensuring customer concerns are investigated thoroughly, resolved fairly and managed in line with FCA requirements, while providing guidance and support to team members.

• Supporting the day-to-day leadership and development of the Customer Relations team.
• Coaching, mentoring and developing colleagues to achieve individual and team objectives.
• Acting as a referral point for complex complaints and escalations and investigating and resolving customer and business partner complaints in a fair, timely and customer-focused manner ensuring effective communication and providing appropriate updates on significant complaints, issues and outcomes.
• Ensuring complaints are handled in line with internal standards, regulatory requirements and best practice.
• Developing and maintaining strong working relationships with ARAG's business partners on customer relations and complaints matters.
• Identify themes, emerging risks and opportunities for improvement from auditing feedback and complaints.
• Identifying wider trends, risks and opportunities for service improvement.
• Supporting oversight, governance and reporting activities relating to complaints handling.
• Working collaboratively across ARAG to support the resolution of issues and deliver positive customer and partner outcomes.
• Contributing to engagement with the Financial Ombudsman Service and other dispute resolution services where required.