Customer Liaison Manager
39.5 hours per week, Monday to Friday
Wellingborough (based on-site)
As the Customer Liaison (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
Manage the development of, and be responsible for the implementation and delivery of complaints strategies and policies across the business
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
To 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
To be committed to the highest levels of customer service and championing the customer throughout the organisation and have the ability to analyse results and interpret them so that the appropriate actions can be taken
Role Profile
Ensuring that all customer complaints are thoroughly and fairly investigated within agreed service standards, you will ensure complaints are effectively managed, working with other teams to turn insight into action where necessary
Development and implementation of a framework for effective complaint management Implementation and delivery of complaints strategies and policies across the business
Ensuring that all departmental communication is of the highest standard, with the correct choice of communication channel
Reviewing and improving templates and ensuring staff are fully trained and competent to perform their duties
Ensuring 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.
Ensuring that customer service guidelines are embedded throughout the organisation in conjunction with departmental managers and with clients/customers
Identifying, through continuous improvement and customer feedback, potential company training requirements and making recommendations to improve customer service and assist in the reduction of repeat failures
Acting as a point of escalation for complaint handling decisions outside of the standard process
Ensuring that departmental complaint activity is undertaken within client, internal and regulatory timescales.
Carrying out root cause analysis of complaints and customer feedback and making recommendations for process improvement across the organisation
Generating departmental reports and analyse KPIs for performance improvement
Always promoting data security in and outside of the business, with strict adherence to DPA, GDPR and information security standards.
Managing responses to Subject Access Requests (SAR) in line with regulatory requirements
Developing, improving and maintaining open and productive relationships with internal/external customers
Undertaking regular meetings with stakeholders focusing and supporting with the day-day pressures of the department
Managing, developing, and motivating the customer liaison team to ensure performance, conduct, training and HR requirements are managed accordingly
Operating as part of the management team, working to improve service provision, departmental infrastructure, resources, systems, standards, and processes across the organisation.
Completing duties as required from time to time by the Senior Management Team and Directors
Person specification
Essential
Experience of the planning and delivery of 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 Excel and Word
Experience of managing and developing a team
Experience in dealing effectively with customers, clients, regulators and third parties
Desirable
Experience of working within complaints in an insurance/regulated services industry