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Customer Experience and Complaints Manager

2 months ago

Falkirk, Falkirk, United Kingdom Atoy Jobs Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience and Complaints Manager to join our team at Atoy Jobs. As a key member of our team, you will be responsible for ensuring that our customers receive exceptional service and that all complaints are resolved in a timely and professional manner.

Key Responsibilities
  1. Coaching and Mentoring: Provide guidance and support to our Customer Experience Coordinators to ensure they have the skills and knowledge needed to deliver excellent customer service.
  2. Training and Development: Plan and implement training programs to enhance the skills and knowledge of our team members.
  3. Resource Planning: Ensure that our team has the necessary resources to meet the service level agreements (SLAs) and requirements of our customers.
  4. Support and Assistance: Provide support and assistance to our team members as needed, including covering for absences and managing workload.
  5. Financial Analysis: Analyze and correct financial data to ensure that projected margins are accurate.
  6. Customer Communication: Oversee the communication with customers regarding materials choices and ordering materials.
  7. Claim Resolution: Understand how to progress a claim to reduce the lifecycle.
  8. Service Development: Support the development of our core services.
  9. Claim Management: Oversee the management of all claims within SLAs, including scheduling restoration technicians and trades operatives.
  10. Reporting and Data Input: Accurately input data into our systems and produce reports.
  11. Customer Liaison: Act as the key liaison point between customers, insurance companies, and contractors involved in claims.
  12. Invoicing and Payment: Invoicing claims upon completion of scheduled works.
  13. Customer Service: Provide outstanding customer service at all times, remaining courteous and professional.
  14. Compliance: Adhere to and ensure compliance with our Health & Safety, Environment & Quality procedures and training.
  15. Complaint Resolution: Work to ensure all complaints within contracts are resolved or escalated according to FCA guidelines and logged immediately onto our in-house system.
  16. Flexibility: Be flexible with working hours to support the needs of the department.
What We Offer
  1. Annual Pay Review
  2. Life Insurance
  3. Health Cash Plan
  4. Employee Assistance Programme