Customer Liaison Manager

Wellingborough

F/T

£29,000 - £35,000 DOE

Job Description

As our Customer Liaison (Complaints) Manager, you will develop and implement a framework for effective complaint management. You will be responsible for managing the development of, and holding responsibility for the implementation and delivery of complaints strategies and policies across the business.

You will 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 the action where necessary.

The right candidate will have proven experience of delivering high quality complaints management and continuous improvement, along with experience of effectively managing a team and evidence of setting/achieving challenging team objectives. They will be committed the highest levels of customer service and championing the customer throughout the organisation. They will also have the ability to analyse results and interpret them so that the appropriate actions can be taken.

Role Profile

• Ensure that all departmental communication is of the highest standard, with the correct choice of communication channel. Review and improve templates and ensure staff are fully trained and competent to perform their duties.
• Ensure the team are 'asking the right questions, in the right way, to get the right answer'in a professional manner to resolve complaints efficiently and effectively.
• Ensure that customer service guidelines are embedded throughout the organisation in conjunction with departmental managers and with clients/customers.
• Through continuous improvement and customer feedback, identify potential company training requirements and make recommendations to improve customer service and two assists in the reduction of repeat failures.
• Act as a point of escalation for complaint handling decisions outside of the standard process.
• Ensure that departmental complaint activity is undertaken within client, internal and regulatory timescales.
• Carry out root cause analysis of complaints and customer feedback and make recommendations for process improvement across the organisation.
• Generate departmental report and analyse KPIs for performance improvement.
• Always promote data security in and out of the business, with strict adherence to DPA, GDPR and information security standards. Manage responses to Subject Access Requests (SAR) in line with regulatory requirements.
• Develop, improve and maintain open and productive relationships with internal/external customers.
• Undertake regular meetings with stakeholders which focus and support the day-to-day pressures within the Department.
• Manage, develop and motivate the Customer Liaison Team to ensure performance, conduct, training and HR requirements are managed accordingly.
• Operate as part of the management team, working to improve service provision, departmental infrastructure, resources, systems, standards and processes across the organisation.
• The completion of the duties as required from time to time by the Senior Management Team and Directors.

Person Specification

• Experience of working within complaints in an insurance/regulated services industry.
• Experience of planning and Key Performance Indicators.
• Excellent organisational skills with the ability to prioritise a busy workload and work to agreed deadlines, targets and objectives within a challenging results-orientated environment.
• Strong communication skills, verbal and particularly written, and good analytical and decision-making abilities.
• Proficiency in the use of MS office systems including MS Excel and Word.
• Experience of managing and developing a team.
• Experience of dealing effectively with customers, clients, regulators and third parties.

Other

• Report to: Director.
• Salary: (F/T) £29,000/£35,000 (DOE).
• Hours: Average 38.5 per week, Monday to Friday, plus one in four Saturdays (8:30 - 12:30).
• Location: Wellingborough.
• Team size: Circa 10 - 15 handlers.
• Travel: Occasional travel will be required to attend client meetings and to our office in the Hull.
• Equipment: Company will provide laptop and mobile phone.
• Holiday: 22 days, plus statutory bank holidays.
• Benefits: Employee benefits scheme on completion of probation period.
• Free parking.
• Close to shops and amenities