Customer Relations Manager

Reed is working with a leading service provider in Bristol recruiting for a Customer Relations Manager on a full time, permanent basis.

We’re looking to speak with candidates that have proven leadership experience as you will be responsible for a team of 4 Advisors, and are big on providing an outstanding customer service.

The customer experience for our client is key, providing a positive approach to all queries and complaints.

Involved with

Leading a customer relations team

Supporting with complaints

Providing reports and KPI’s relating to complaints

Maintain SLA levels and focus on improving the quality of responses

Key liaison between customer services and disclosures team

Directly manage stage 2 complaints, FOI responses, SARs and provides information on Ombudsman requests

Take ownership, investigate and respond to customers formal and informal complaints

Negotiate suitable resolutions to complaints

Investigate and solve customers' problems, which may be complex or long-standing

Gather evidence and information for high level complaints, Ombudsman and FOI requests.

Coach and develop a high performing team

Ensure the team analyse daily complaint trends to provide insight and intelligence to Operational Supervisors and Managers

Liaise with senior management to raise trends and discuss more complicated and Stage 2 complaints

Check the complaints system regularly to ensure assigned complaint cases have been actioned and are responded to within SLA

Triage case complaint content and make decisions on the appropriate process to follow

Investigate and resolve complaints, liaising with the operational team to gather information and evidence required

Provide advice and guidance to staff on relevant complaints, FOI and SARs procedures and Councillor/MP enquires

About you

Leadership experience within a customer service setting

Demonstratable experience of managing a complaints or customer services function

Significant experience in handling difficult customer service situations/ conflict and ability to bring complaints/ issues to resolution

Strong analytical skills and experience of using data to identify trends and assess customer satisfaction levels

Working knowledge of MS office