Careers Senior Customer Resolution Manager

The Senior Customer Resolution Manager is a pivotal role responsible for overseeing the resolution of escalated customer issues and complaints, ensuring excellent service delivery, and driving customer satisfaction. This role involves managing a team, implementing process improvements, and bridging the gap between customers and internal departments., * Lead, coach, and mentor a small team of direct reports across Cambridge and Manila offices, ensuring team wellbeing and needs are met.

• Handle recruitment and all other managerial responsibilities.

• Support the team in core areas such as Complaints, Freedom of Information, Subject Access Requests, business escalations, and Risk Management.

• Adapt to constantly evolving environments with new approaches and processes.

• Analyse customer feedback and resolution trends to identify opportunities for process and policy improvements.

• Partner with the Quality team to ensure adherence to business values, KPIs, and SLAs.

• Use data-driven approaches to measure customer satisfaction and identify root causes of common issues.

• Engage with internal and external stakeholders to continually drive and improve customer experience.

• Develop and deliver training programs to upskill colleagues across the organisation on conflict resolution and information request best practices.