Customer Relations Manager

2 weeks ago

StokeonTrent, Stoke-on-Trent, United Kingdom Davies Group Full time
Job Title: Customer Relations Manager

Job Summary:

We are seeking an experienced Customer Relations Manager to lead our team of Complaint and Admin handlers. The successful candidate will have a proven track record in managing teams, developing staff, and driving customer satisfaction.

Key Responsibilities:

  • Manage a team of Complaint and Admin handlers, including personal and professional development, objective setting, and performance reviews.
  • Lead a motivated team of individuals, nurturing technical expertise with a customer-centric approach.
  • Own and oversee internal and client MI, ensuring accuracy of data before issue.
  • Deliver key service metrics, with a focus on complaints mitigation, lifecycle, regulatory milestones, and team compliance to process.
  • Responsible for the customer care philosophy across all lines of claims, including property, niche, casualty, and motor.
  • Responsible for review and sign-off of all compensation awards, taking into consideration client philosophy and regulatory guidance.
  • Work towards agreed budgeted revenue and costs, constructing and managing team budgets.
  • Manage change within the department through system, process changes, and client improvement plans.
  • Encourage an approach to complaints management centered around customer experience, ensuring best practice in-team and root cause analysis.
  • Regular attendance at client-facing meetings and facilitation of external audit meetings.
  • Monitor the unit's team performance against agreed client service levels, internal KPIs, and operational business objectives.
  • Develop strong relationships with clients and the claims management community, providing proactive complaints analysis and support.

Requirements:

  • Minimum 5 years complaints handling experience.
  • Minimum 5 years people management experience.
  • Understanding of FCA, FOS, and Lloyds complaints processes.
  • Strong user of Word, Excel, PowerPoint, and capable of producing reports and data analysis.
  • Confidence to act with autonomy, understand, and resolve issues presented by clients and the wider business.
  • Ability to understand client needs and desire to work towards continuously improving delivery.
  • Understanding of all regulatory issues (people, FSA, Data Protection, TCF, Consumer Duty, etc.).
  • Proven ability to work with senior management, claims/legal professionals, other insurers, brokers, affiliated companies, and clients.
  • Excellent organisational skills and ability to work on multiple tasks concurrently.
  • Self-motivated and able to motivate others.
  • Ability to work to deadlines while prioritizing workload and multitasking.
  • Positive can-do approach to problem-solving.

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