Customer Liaison Manager

Wellingborough Office

As our Complaints (and compliments) Manager, you will develop and implement a framework for effective complaint management, investigation, root cause analysis and learning lessons from service issues. Assisting in the development of, and responsible for the implementation and delivery of Complaints and compliments strategies and policies across the business.

Reporting directly with the operations Manager, the success ful candiate main role will be to ensure that all customer complaints are thoroughly and fairly investigated within agreed service standards, you will make sure complaints are effectively managed, working with other teams to turn insight into action where necessary.

We're looking for the right candidate to have proven experience of delivering high quality complaints management and continuous improvement, along with experience of effectively managing a team of 10-15 colleagues and evidence of setting and achieving challenging team objectives. With your commitment to the highest levels of customer service and championing the customer throughout the organisation, you'll have the ability to analyse results and interpret them so that the appropriate actions can be taken. Further to this, experience of the planning and delivery of Key Performance Indicators is necessary.

Responsibilities:

• Ensure that all departmental communication is of the highest standard
• Ensure that customer service guidelines are embedded throughout the organisation and with clients/customers
• Act as a point of escalation for complaint handling decisions outside of the standard process
• Ensure that departmental complaint activity is undertaken within both client and regulatory timescales
• Maintain and develop open and productive relationships with internal/external customers
• Management and Development of the Customer Support Team
• GDPR and SAR management
• Operate as part of the management team, working to improve service provision and standards across the business

Skills and Experience

• Experience of working within complaints in an insurance/regulated services industry
• Excellent organisational skills with the ability to prioritise a busy workload and work to deadlines
• Strong communication skills, verbal and particularly written
• Proficiency in the use of MS Office systems including MS Excel and Word
• Experience of leading and developing a team
• Experience in dealing effectively with customers, clients, regulators and third parties