CEO Team Executive

4 days ago

Luton, United Kingdom FirstPort Full time

**Job Role**: CEO Team Executive

**Location**:Luton

**Hours**:Monday to Friday (35 hours per week)

To continually deliver the service expected from us by our customers, we rely on a professional, experienced, and motivated team. We recognise and value the contribution our people make to our business, and we are committed to ensuring they are skilled andequipped to do the best job they can and that they have the opportunity to realise their potential.

We have a high performing, 'can do' culture and encourage learning and development, working with individuals to identify progression opportunities. We have high standards at FirstPort, and we reward our employees for their dedication and hard work with greatbenefits, performance-related salary increases and awards when we see people going above and beyond. Our employees are as important to us as

**Main Responsibilities**
- Agree tasking of individual cases with the complaint's teams / senior management and ensure all cases are effectively managed to resolution
- Personally manage selected cases (e.g., on policy matters or from MPs / the press), to ensure rapid and appropriate response on behalf of the CEO or Divisional Directors
- Guide and advise property management staff (up to and including Divisional Directors and Regional Managers) on the management of specific complaints
- Direct management of any administrative staff within the department
- Support enhancements to the business-wide and individual brand complaint handling policies, brochures, and procedures
- Undertake analysis of complaints data / trends to identify key root cases, themes and trends and provide insights into customer behaviour
- Full compliance with associated legislations, code of practice and instructions from the Department Head, CEO and DDs
- Your own professional and personal development
- Management of your own time and workload
- Good communications within the team, across the FirstPort business, and with any external clients
- Working in accordance with the organisation's Confidentiality policy and Data Protection Act principles
- Setting an example for others in championing the FirstPort Value

Working simultaneously with our Customer Relations team adopting the complaints handling process to ensure early resolution to customer complaints

**Skills and Experience**
- Experience in dealing with senior stakeholders
- Ability to work with multiple teams across our business
- Experience in working with external bodies and regulators
- Previous letter writing skills preferred
- Previous experience in working within a complaint's framework
- Ability to manage customer relationships
- Able to use multipole CRM systems and digitally aware and experienced
- Skilled in high level communications

**Our Values**

**Friendly** - We look out for people's best interests and show them we care by dealing with them in a warm and friendly manner.

**Inventive** - We are creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best i

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