Customer Services & Experience Manager
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Welcome to Al Rayan Bank, the longest established and most successful Islamic bank in the UK.
Al Rayan Bank is an extraordinary and flourishing institution that celebrates diversity and values ethics. As a prominent member of the Masraf Al Rayan Group, one of the largest bank's in Qatar, we are fuelled by an unwavering ambition for excellence, promising you an exhilarating journey ahead.
At Al Rayan Bank, we embrace change as an opportunity for positive transformation. Currently, our focus lies on building a culture of inclusivity and diversity, creating an environment where every individual's unique perspectives are valued.
We understand the importance of work-life balance and flexibility, and we are committed to empowering our employees to thrive both personally and professionally.
The Bank is going through the most successful period in its history, and this success is a testament to the hard work, dedication, and expertise of our incredible team. Join us on this exciting venture, where you'll have the chance to make a significant impact while enjoying a supportive and rewarding work environment.
Come and join us and be part of something extraordinary.
We have a fantastic opportunity for a Customer Services & Experience Manager at our Birmingham Office. The Customer Services & Experience Manager will lead, develop and have oversight of the Contact Centre, Customer Care & Quality Assurance functions and the respective colleagues in the department, to ensure that key operational targets and customer service levels are achieved and maintained. Additionally, you will have wider responsibility to ensure the customer journeys delivered through digital and online workflows are delivering both internal efficiency and good customer outcomes.
You will be expected to demonstrate passion, enthusiasm, and energy to support and drive the performance of the department, promoting a culture of consistently delivering customer excellence. You will deliver objectives in a manner which supports the strategic direction of the bank, its regulatory responsibilities and the development and engagement of colleagues.
Key Responsibilities
Leadership: Provide leadership to all customer service departments, inclusive of the inbound contact centre, customer complaint and quality assurance functions., ensuring the achievement of all related objectives.
Customer Journey Ownership: You will lead on reviewing the positives and improvement opportunities to deliver a better customer experience through building on self service options, reducing wasted effort and better-defined exception handling processes.
Service Improvement: Work with direct reports, peer group stakeholders, senior management and suppliers in order to improve processes and technology, driving service enhancements through proactive measures and reactively learning lessons from experience to improve efficiency and customer outcomes.
Management Information Reporting: Ensure insightful MI reports are compiled and delivered and pertain to all aspects of the Contact Centre, Complaints and Quality Assurance reporting. Leading on regulatory reporting for the bank on complaint DISP data and leading on internally produced data with first line operations for consumer duty and executive committee reports on customer experience.
Risk Management & Quality Control: Develop and implement quality control measures and mechanisms in collaboration with internal and external stakeholders. Report the results monthly and own the Quality Assurance framework. Ensure adherence to risk and control standards, achieving KRIs and KPIs, maintaining robust RCSA frameworks and control checks for the functional areas you manage. Liaise with internal and external auditors relating to customer outcomes within the bank.
Team Development: Recruit, coach, and motivate direct and indirect reports, fostering skills and career growth. Maintain efficient resources, with accurate forecasting and reporting of productively utilised capacity plans. Drive further efficiency in the team and wider bank through sustainable adjustments to procedures, standards and customer journeys.
Policy Ownership and Training - Support the policy ownership of complaints management for the bank and oversight the delivering of good quality annual training across the bank for complaints management and handling. Be the designated point of contact for Complaints in the bank on the FCA website.
Vendor Management: Ensure key vendor relationships are managed in line with the bank's vendor management policy to ensure effective service delivery, value and enhancements.
Qualifications & Experience
Leadership Experience: Proven track record of successful management at a senior level in a contact centre, customer complaint or similar customer service-oriented environment.
Banking or Financial Services Experience: Prior experience in the banking or financial services sector, including exposure to industry-specific processes and compliance standards. An expert in Consumer Duty requirements.
Leadership Training: Completion of leadership or management training programs, certifications, or workshops that enhance supervisory skills.
Customer Service Focus: A strong history of prioritising and delivering exceptional customer service, with a commitment to achieving key performance indicators (KPIs) and service level agreements (SLAs).
Knowledge & Skills
Leadership Expertise: Demonstrated success in a management role within a complaint, contact centre environment or similar roles, showcasing effective leadership and team management skills.
Banking and Finance Background: Preferably, prior experience in the banking or finance sector, with a strong understanding of industry-specific processes and regulations.
Customer-Centric Approach: A proven ability to thrive in a customer service-driven environment, prioritising customer satisfaction and quality service delivery.
Problem-Solving Skills: Strong problem-solving and analytical capabilities, with the aptitude to identify issues and proactively implement solutions.
Communication Proficiency: Excellent communication and reporting skills, enabling clear and concise interactions with executives, department heads, and team members.
Behavioural Competencies
You will be required to demonstrate our 1Team values and associated behaviours which are outlined below:
- Trusted to do the right thing
To act with total integrity. Put the customer first and stick to our promises. - Empowered to own
To embrace change, take responsibility and ask for help when needed. - Able to deliver
To draw on each other's strengths and believe in 'no blame' and 'no ego's'. Show resilience. - Motivated to succeed
To be passionate about our work. Look for opportunities to learn and grow and celebrate each other's success.
Conduct
We expect staff to follow the standards required by our regulators. At all times:
- Act with integrity
- Act with due skill, care and diligence
- Be open and co-operative with regulators
- Pay due regard to the interests of customers and colleagues and treat them fairly
- Observe proper standards of market conduct
- Act to deliver good outcomes for retail customers
This is a fantastic opportunity to join our growing bank where we can offer exceptional opportunities for you to make your mark and progress your career in a diverse, ethical bank that you can actually believe in.
Empowering your career, together we'll deliver banking you can believe in.