Senior Customer Relations Case Handler

Larson Group
£25k pa + 23 Days + Pension + Flex Bens
13 Sep 2017
19 Sep 2017
Contract Type
Full Time
Senior Customer Relations Case Handler - Erdington £25,000 Great Benefits

- Are you Adaptable and able to work as part of a team & independently?
- Can you Demonstrate maturity in resolving conflict and dealing with difficult challenging conversations?
- Can you display confidence and ability to effectively handle a range of personalities?
- You want to build a career in a FTSE 250 career?

The Senior Customer Relations Advisor will report to the Customer Relations Manager. The position holder will be responsible for ensuring complex and sensitive complaints are effectively and robustly investigated and responded to within our client's service standards. They will communicate with the complainant as appropriate during the complaint management process.
The post holder will produce reports that identify root causes, assisting the business with learning from complaints and identifying opportunities for continuous business improvement. They will also ensure appropriate actions have been identified to achieve these changes.
The successful candidate will be an experienced complaint handler, ideally gained within a clinical or regulated environment. They will be adept at detailed root cause analysis and will be an effective communicator at all levels.
Whilst the role has no line management duties; as a senior member of the team they will be expected to facilitate workflow; achieving SLAs. As a Senior member of the team they will be expected to lead by example and help develop the team.

Role Responsibilities

- To investigate complex, escalated complaints in accordance with our clients service standards
- To prepare written responses to escalated and serious complaints in accordance with our clients service standards
- To review complaint responses produced by the Customer Relations Advisors and provide constructive coaching when necessary
- To receive and respond professionally and appropriately to complex, sensitive and often contentious verbal communications
- To engage with Commercial Directors, Communication Directors and other key senior operational colleagues as necessary in order to appropriately manage and mitigate business risks
- To manage cases of legal claims against our client working with key Senior Management to reach an appropriate outcome
- To undertake detailed root cause analysis and generate regular management information, highlighting trends

Role Skill Requirements

- Experience of working within a complaints handling role ideally within a clinical environment
- Excellent customer service skills both written & verbal
- Strong organisational, prioritisation & planning skills
- Leadership & motivational skills
- Able to work to strict deadlines
- Excellent listening & empathy skills
- Strong IT skills with the ability to produce reports demonstrating analysis & interpretation of data.
- Analytical skills
- Preferably degree educated
- GCSE/O Level Maths & English Grade C or above
- At least 1 year minimum relevant experience.

Larson Resource Group Limited is registered in England & Wales with a company number 06110626. Registered office address is Windsor House Cornwall Road Harrogate HG1 2PW. Our VAT number is 916 0028 57. Larson Resource Group Limited trades as an Employment Agency when placing permanent candidates and as an Employment Business when placing Contractors (under the Conduct of Employment Agencies and Employment and Business Regulations 2003) In accordance with these regulations you should have received a copy of our Client Terms of Business. If you have not received a copy please contact a member of staff immediately. All discounted rates quoted are only valid providing all other terms are met in accordance with our standard Client Terms of Business. For more information on Larson Resource Group please review our website *********************

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