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Job Description

Customer Relations Team Manager

Stoke-On-Trent - ST1 3DH

37.5 hours per week

Hybrid working after probation

Why would you join Davies?

At Davies people are at the heart of all we do, out values state that we succeed together, and it is this, that makes the business a great place to work You will be valued and supported and receive excellent benefits including but not limited to:

  • Reward platform – discounts for over 800 retailers
  • 25 days holiday (rising with service plus option to purchase up to 5 extra days a year)
  • Development, training, and professional qualifications

Davies are looking for a Team Manager to join our Customer Relations team in Stoke.

This role reports into the Operations Manager and will work in partnership with a second Team Manager, with shared responsibility of running the day-to-day operation of the department. You will have up to 12 direct reports and will be responsible for their performance and professional development. This is a crucial role within Customer Relations, 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.

What will your day look like:

  • 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 lifecycle, regulatory milestones, and team compliance to process.
  • Responsible for review and sign-off of all compensation awards – taking into consideration client philosophy and regulatory guidance.
  • 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.
  • Develop strong relationships with 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 12 months complaints handling experience
  • Required: Minimum 12 months people management experience
  • Preferred : Minimum 12 months claims handling experience
  • Preferred: Understanding of FCA, FOS and Lloyds complaints processes
  • Strong user of Word, Excel, Powerpoint and capable of producing reports
  • 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
  • Excellent interpersonal, written and verbal communication skills
  • Ability to work to deadlines whilst prioritizing work load and multi-tasking
  • A positive can-do approach to problem solving is a must

A bit about Davies:

We are a global team of more than 6,500 professionals and growing, operating across the UK, Ireland, the US, Canada & Bermuda. Specialising in professional services and technology firms, working in partnerships with leading insurance, which are highly regulated, global businesses.

We are a multi award-winning specialist professional services and technology business.We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation & change management.

Our values:

Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions, and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

We are D ynamic - We readily adapt to the changing environment. We strive for what’s next. We relentlessly seek more: for our business, our clients, our colleagues, and our communities.

We are I nnovative - We are solution-focused. We have an entrepreneurial mindset. We are empowered to discover new paths.

We S ucceed together - We support each other to grow. We value different perspectives, ideas, and experiences. We make an impact in our communities.

We are C onnected - We are united under one mission. We believe in the power of Davies to make a difference. We are greater than the sum of our parts.

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

Davies Group endeavour to recruit from the widest possible pool of suitable candidates. If you require any adjustments or special arrangements to be made to our application process on account of a disability, please contact Human Resources.

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