Customer Relations Manager

Donard Recruitment
£28,000 per annum
10 Aug 2017
24 Aug 2017
Contract Type
Full Time
The Customer Relations Team Leader will report to the Customer Relations Manager. They will assist in the day to day management of the Customer Relations team. This will involve performance management against contracted KPI’s and SLA’s, people management, client relationship management and internal stakeholder management.

The Customer Relations Team Leader will manage and handle high profile, complex and sensitive complaints. They will ensure all complaints are effectively and robustly investigated and responded to within the Company’s Service Standards. They will communicate with complaints as appropriate during the complaint management process.

Key Responsibilities

·To lead a team of Complaint Case Handlers

·Plan workflow allocation to achieve performance service levels

·Build and maintain a successful working relationship with the Client

·When required to, be able to investigate complex and escalated complaints in accordance with the company’s service standards

·Undertake quality and consistency checks of Case Handler output.

·Provide coaching and tuition to the team to ensure their development

·To receive and respond professionally and appropriately to complex, sensitive and often contentious verbal communications

·To act as a key contact with external bodies and facilitate data information requests ensuring that all statutory timescales are achieved

·Assist the Customer Relations Manager in the delivery of projects aimed at continuous service improvement activities

·To ensure accurate record keeping and reporting

·To take part in awareness raising training, education and events to promote complaint handling

·Act as Deputy for the Customer Relations Manager

Essential Experience/Skills:

·Demonstrate being an effective team leader

·Coaching and development of team

·Experience of effectively managing HR issues

·Experience of working within a complaint handling role

·Strong IT skills with the ability to produce reports demonstrating analysis & interpretation of data.

·Degree educated


·Working to agreed service levels

·2 years Management Experience

·Experience of dealing with complaints within a Financial background

Salary: £28k pa

Closing Date 30th August

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