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Customer Relations Team Manager

1 month ago

StokeonTrent Staffordshire, United Kingdom Davies Full time

Job Description Customer Relations Team Manager
Hybrid working after probation

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.

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.

Management of team of Complaint and Admin handlers, including personal and professional development, objective setting, structured performance reviews and support.
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.

Required: Minimum 12 months complaints handling experience
Required: Minimum 12 months people management experience
Minimum 12 months claims handling experience
Understanding of FCA, FOS and Lloyds complaints processes
Strong user of Word, Excel, Powerpoint and capable of producing reports
Excellent interpersonal, written and verbal communication skills
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.

Davies is a community of outstanding people. We relentlessly seek more: for our business, our clients, our colleagues, and our communities.

We make an impact in our communities.

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.

If you require any adjustments or special arrangements to be made to our application process on account of a disability, please contact Human Resources.

"If you'd like to know more about how Davies will process your application data, please download our privacy policy:
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