Customer Experience Lead

2 weeks ago


Stockport, United Kingdom Creative Support Full time

Job Reference: 61630

Posted: Tuesday 14th February 2023

Closing Date**:Thursday 2nd March 2023**

**£21,717 - £24,855 based on experience and qualifications**

**Stockport, Greater Manchester**

***

**Full-Time**

Creative Support is an established not for profit social care company with an excellent level of achievements at rating Good with CQC (Care quality commission) supporting over 6,000 vulnerable adults.

We are looking for an empathetic, well-organised, highly-adaptable individual with excellent interpersonal skills who is interested in carrying out a diverse and rewarding role overseeing the Customer Care and Complaints Department at our Head Office in Stockport. You will work proactively in conjunction with senior managers and the Executive Team in order to ensure excellent Customer Care is delivered throughout all our services.

The successful post holder will have proven experience in customer care and preferably has a background in social care. You will be an excellent communicator verbally and in writing and have a high level of IT literacy. You would be working within a busy and diverse Quality Team and supporting our senior managers in dealing with some of the more complex complaints, in addition to managing the workflow of the complaints process itself via the Customer Care workflow management system (based on Airtable). You will have good practice in recording complaints and promoting a reflective learning culture based on the range of feedback we receive.

The Customer Experience lead will support all aspects of managing complaints including, recording, responding directly to complainants, acknowledging complaints, allocating complaints and reviewing outcomes. You will carry out on site investigations when required and support outcomes for more complex complaints. You will ensure learning from compliments and make recommendations to improve our practice based on the positive feedback we receive. The Customer Experience Lead will support the Directors and undertake investigations follow up as directed.

The post holder will also be expected to deliver local skills based training sessions and coaching in order to improve management skills and customer care. This will also help prevent complaints from escalating and also training staff to manage issues at local level.

If you are interested in the role and would like to discuss it further please contact Sam Priestley, Service Director on 0161 236 0829.

**Application Instructions**:
Recruitment Department, Creative Support Ltd, Wellington House, 131 Wellington Road South, Stockport, SK1 3TS



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