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Complaints Team Lead

hace 5 meses

Valencia, España David Kennedy Recruitment A tiempo completo

David Kennedy Recruitment has partnered with a boutique Contact Center which provides most impactful Customer Experience through highly educated and energetic talents with the goal to increase happiness of customers, this time for a FinTech brand. We are searching for a Complaints Team Lead who will look after the team team.

Position: Complaints Team Lead

Location: Valencia, Spain

Employment type: Full-time

Remuneration: Base salary

**DUTIES AND RESPONSIBILITIES**:

- 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
- Go-to point of escalations for grey-area 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 high-quality, high-speed 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.

**REQUIREMENTS**:

- 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 KPI-driven 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 team-builder by developing your team, and ensuring that we’re delivering on the business needs
- You have an interest in guiding and mentoring a high-performing 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 with your unique personality and skill set.

**BENEFITS**:

- The career adventure of your lifetime in sunny Valencia, Spain
- The chance to work within a scale-up environment and high performance culture
- Collaborate with the most well-known and fastest growing brands in Europe
- Be part of an incredible, international community of like-minded and motivated professionals
- The opportunity to grow and develop yourself both personally and professionally
- Administrational support when moving to Spain
- Delicious and healthy breakfast and lunch being served
- A full benefit program which includes Spanish classes, boot camps, mindfulness, the coolest team building activities and more