Customer Relations Manager

2 months ago

StokeOnTrent, United Kingdom Davies Full time

Customer Relations Manager

New Opportunity- Dynamic friendly team - Career Opportunities


This role reports into the head of compliance with responsibility of running the day-to-day operation of the department. You will have up to 6 direct reports and will be responsible for their performance and professional development. This is a crucial role within Customer Relations Division responsible for leading a department that supports a diverse range of clients and customers.

Key responsibilities will be ensuring service delivery in line with specific client and regulatory requirements in respect to Complaints management. The role will involve being a day-to-day contact for both internal and external stakeholders in respect to complaints, with a key focus on customer experience, root cause analysis and continuous improvement.

You will have the opportunity to shape your area of the operation, develop new processes/strategies and drive improvement across our Customer Division

Management of team of Complaint and Admin handlers, including personal and

professional development, objective setting, structured performance reviews and support.

Leadership of a motivated team of individuals, nurturing technical expertise with a

customer-centric approach.

Ownership and oversight of internal and client MI, ensuring accuracy of data before issue.

Delivery of key service metrics, with a particular focus on complaints mitigation, lifecycle, regulatory milestones, and team compliance to process.

Responsible for the customer care philosophy across all lines of claims including but not limited to property, niche, casualty and motor.

Responsible for review and sign-off of all compensation awards – taking into consideration client philosophy and regulatory guidance.

Working towards agreed budgeted revenue and costs. Construct and effectively manage team budgets.

Manage change within the department through system, process changes and client improvement plans

Encouraging an approach to complaints management centred around customer experience, ensuring best practise in-team, but also in root cause analysis and feedback to Claims teams.

Regular attendance at client facing meetings and facilitation of external audit meetings

Monitor the unit’s team performance against the agreed Client service level, internal key performance indicators and agreed operational business objectives.

Develop strong relationships with clients and the claims management community,

providing proactive complaints analysis and support, constructive feedback and praise for outstanding performance.

Work collaboratively with Training & Quality team to address areas for improvement through coaching, identified through root cause analysis.

Abilities And Knowledge:

  • Required: Minimum 5 years complaints handling experience
  • Required: Minimum 5 years people management experience
  • Required: Understanding of FCA, FOS and Lloyds complaints processes
  • Strong user of Word, Excel, PowerPoint and capable of producing reports and data analysis
  • The confidence to act with autonomy, to understand and resolve issues presented by clients and the wider business
  • An ability to understand the needs of our clients and a desire to work towards continuously improving our delivery of those
  • Understanding of all regulatory issues (people, FSA, Data Protection, TCF, Consumer Duty etc)
  • Proven ability to work with senior management, claims/legal professionals, other insurers, brokers, affiliated companies and clients.
  • Excellent organisational skills and the ability to work on multiple tasks concurrently
  • Self-motivated and able to motivate others.
  • Ability to work to deadlines whilst prioritizing work load and multi-tasking
  • A positive can-do approach to problem solving is a must

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