Complex Enquiries Team Manager
Core
Lead a specialist team resolving complex customer journeys and escalations that frontline teams cannot handle, ensuring end-to-end ownership and the right customer outcome.
Role type
Senior Team Manager, Customer Operations
Builds
Resolved complex cases and improved customer journeys
Domain
Banking / Customer Service
Deliverable
client delivery
Required skills
Team leadership, complex case management, stakeholder management, process improvement, risk assessment, performance coaching
Responsibilities
Lead and develop a specialist team for complex enquiries; speak directly with customers on significant escalations and executive-level complaints; coach colleagues and review performance; work with stakeholders to remove barriers and simplify journeys; identify root causes of recurring issues and drive continuous improvement.
Seniority
Senior, hands-on IC leader