Customer Liaison Manager

BH942

Start Date:

Monday 30 December 2019

Location:

Wellingborough - Occasional travel to Hull

Salary:

Position Type:

Permanent

Job Overview:

Customer Liaison Manager

 


Our client based in Wellingborough is looking for Customer Liaison to join their team, the 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.

 

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, and you will be able to evidence setting/achieving challenging team objectives. You will develop and implement a framework for effective complaint management, investigation, root cause analysis and learning lessons from service issues.

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 3rd 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; actively engaging and supporting the development of your team to ensure better performance and succession planning.

Essential Experience:

  • Significant experience of overseeing resolution of complaints and disputes in a complex organization (ideally regulated)
  • Successful leadership and management of a team in a customer-focused organisation
  • Proactive problem-solving skills and the judgement to make evidence-based decisions
  • An analytical mindset and drive to delve into data to reach accurate outcomes
  • Excellent organisational skills with the ability to prioritise a busy workload and work to deadlines
  • Have carried out a root cause analysis to problem solve
  • Have carried out process mapping / customer journey mapping
  • Have a good understanding of complex data and MI

 

 

Other:

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:               Wellingborough

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

 

Other:

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: Wellingborough

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


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