Customer Liaison Team Leader

Wellingborough, £24,500, Full Time,

38.5 hours per week

As the Customer Liaison Team Leader, you will be required to maintain robust complaints handling functions, ensuring customer outcomes are central to the company culture at Vizion and in line with client expectations.

You will be working closely with the Customer Liaison Manager and on occasion, the Operations Manager, to ensure the business maintains a consistent and fair approach to its complaints handling on behalf of clients.

You will ensure that all customer complaints are thoroughly and fairly investigated within agreed service standards whilst making sure complaints are effectively managed and working with other teams to turn insight into action where necessary.

We are looking for the right candidate to have proven experience of delivering high levels of customer service, ideally with some experience of continuous improvement, along with experience of effectively managing a team. You will be committed to providing the highest levels of customer service and championing the customer throughout the organisation.

Responsibilities:

Ensure complaint handling and processes are undertaken in line with regulatory guidelines

Lead the customer liaison team to ensure performance, conduct and HR requirements are managed accordingly

Act as an escalated point of contact for customers, clients, repair network members, suppliers and partners

Review EOD status's alongside resources to ensure workload is efficiently maintained

Ensure incoming calls and emails are dealt with, dealing with all enquiries or actions in a professional manner

Provide ongoing training, support and coaching to ensure that full in-depth information is logged, ensure that all Pending and In Progress EODs are reviewed as first task each day

Ensure all handlers have consistent training in systems use.

Frequent quality checks (Audits) to be undertaken to be able to provide feedback and relevant training

Carry out weekly buzz meetings, monthly team meetings and adhoc update meetings when needed to ensure handlers understand expectations and focuses and support them with the day-day pressures

Ability to develop and motivate others in a changing environment.

Carry out team 1-2-1's, appraisals and regular catch ups with staff

Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures

As part of your role you will look to enhance the ongoing improvement of the department's infrastructure, resources, systems and processes

Promote data security in and outside of the business at all times, strict adherence to DPA, GDPR and information security standards

To promote our business and that of our clients by providing exceptional and friendly service at all times

The completion of duties as required from time to time by the Senior Management Team.

Skills and Experience:

Proficient skills in using MS

GCSE Maths and English

Excellent telephone manner and First-class communication skills

Experience of working in a customer orientated environment with commitment to providing a first-class service to customers, clients and third parties

The ability to demonstrate strong leadership skills within a challenging results-orientated environment

Ability to work to agreed deadlines and targets and objectives

Able to work as part of a team as well as autonomously to a high level of accuracy

Good planning and organisational skills

Good analytical and decision-making abilities.

CLOSING DATE FOR APPLICATIONS FRIDAY 12TH MARCH 2021