Our new Customer Liaison Manager will have an outstanding background in leading a complex contact centre team in delivering high quality complaints management, disputes resolution and continuous improvement; ideally within a regulated environment.

Ensuring 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. Assisting in the development of, and responsible for the implementation and delivery of complaints and compliments strategies and policies across the business.

This is an exceptional opportunity for a strategic thinker to add immediate value that will in turn improve customer and client satisfaction.

Responsibilities:
· Oversee coaching and development of Complaints operation with the support of a team leader, to deliver world class customer experience to our escalated customers
· Analysing trends within the organisation and functions, in relation to complaint drivers and justified complaints ratios
· Driving change within the function to continually innovate processes to improve complaints handling efficiency and respond to the ever-evolving regulated services market
· Adhere to processes/procedures to ensure that compliance activities are fully and accurately documented as required
· Ensure consistency in approach of the justification undertaken by the team through adhering to monitoring/validation processes
· Ensure all communications are of the highest standards
· Maintain and develop open and productive working relationships with all clients and other 3^rd parties
· Act as a point of escalation for complaint handling decisions outside of the standard process
· You will be responsible for formalising an approach to complaint management and carrying out a root cause analysis to establish clear reasons and resolutions for the complaints the business processes. In addition, you will also be responsible for reviewing the data that flows through the department and establishing clear reporting.
· Provide leadership, development and coaching of the team. Actively engaging and supporting the development of your team to ensure better performance and succession planning.

Other:

Reports to:	Operations Manager
Hours:	37.5 hours Monday to Friday (operating hours between 8am and 6pm) Saturday morning (8.30/12.30) every four weeks Equals a 38.5 hour total working week
Location:	Wellington House, The Embankment, Wellingborough
Team Size:	c.15 CL Officers and 1 Team Leader
Travel:	Occasional travel will be required to attend Client meetings and our other office in Hull
Equipment:	Company will provide laptop and mobile phone
Holiday:	22 days plus statutory Bank Holidays

CLOSING DATE FOR APPLICATIONS 9AM ON WEDNESDAY 27TH NOVEMBER 2019