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Customer Relations Manager

4 months ago

Warwick, United Kingdom Meriden Media Full time

We are recruiting for a temporary Customer Relations Manager, to join our client, a West Midlands based Local Authority. This is a key statutory post within the Local Authority. We are looking for a strong people manager with the ability to stabilise andmotivate an existing team, relationship building is key. If you have experience in complaints and have strong leadership skills, then this could a fantastic opportunity for you.

Hours: Monday to Friday - 37 hours a week, between the hours of 09:00 - 17:00
Location: You will work on a hybrid basis, office based in Central Warwick with easy access to free parking and local amenities.

**Salary**: £20.47 per hour
Duration: 5 - 6 months
**What does the Customer Relations Team Leader job entail?**
- You will be responsible for leading and managing a team of customer relations officers in meeting and exceeding customer expectations as well as Business and Customer Services and team performance objectives.
- You will be responsible for ensuring customer relations officers provide guidance, advice, training and support to staff on management of complaints which supports local resolution, enabling potential problems to be identified on a proactive basis.
- You will ensure that complaints are managed proactively and within timescales and that systems are in place to enable performance to be managed.
- Leading on supporting the Council to meet statutory and regulatory requirements and respond to concerns and generating intelligence about complaints using qualitative and quantitative analysis to enable senior managers to identify potential trends, themesand causes of complaints, wherever possible.
- Working alongside other team managers within the different service areas to ensure all the activities contribute to meet service area objectives in line with the corporate priorities.
- Supporting the business areas in the development of an organisational culture which is service user-centred, customer focused, positive, and forward looking.
- Ensuring effective learning from complaints and representations by building this into quality assurance procedures throughout the Council with changes in service planning and delivery and working practices occurring as a result of evaluation of complaintsprocess
- Responsible for line management, motivation and performance of the customer relations team
- Strong leadership skills with experience of supervising and managing a small team
- A broad range of practical & procedural knowledge of customer relation functions.
- Ability to independently interpret and analyse information and facts to solve varied problems.
- Ability to communicate, in person and/or in writing, a variety of information to a range of people.
- Ability to maximise the use of ICT for the benefit of effective service delivery.
- Ability to organise own workload and decide priorities.
- Ability to use own initiative to respond independently to difficult problems and unexpected situations and to work under pressure including meeting deadlines and dealing with interruption
- Significant experience in a customer relations environment and experience in operational management

**About us and our client**
As a flexible employee of Pertemps Recruitment Partnership Ltd, you will be joining a Company that holds the distinction of being one of the largest and most successful independent recruitment agencies in the country. Our pioneering spirit and ability to tapinto the uniqueness of everyone's talents has enabled us to open doors for our employees, our clients, and our applicants too. Our philosophies and rewards are built very much on mutual trust and respect within the style of a partnership in which we hope youwill feel both fulfilled and valued as a person.
Warwickshire County Council are a leading Authority with offices across the County. They strive to work to their values and you can expect to be part of teams that are:

- High performing
- Collaborative
- Customer focused
- Accountable
- Trustworthy

**Other information**
We are looking for someone able to start as soon as possible. Interviews will be held virtually