Customer Relations Director

2 weeks ago

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

We are seeking a highly skilled and experienced Customer Relations Manager to join our team at Davies.

Job Summary

The Customer Relations Manager will be responsible for leading a department that supports a diverse range of clients and customers, ensuring service delivery in line with specific client and regulatory requirements.

Key Responsibilities
  • Manage a team of Complaint and Admin handlers, including personal and professional development, objective setting, structured performance reviews, and support.
  • 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 particular 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, construct and effectively manage 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, but also in root cause analysis and feedback to Claims teams.
  • Regular attendance at client-facing meetings and facilitation of external audit meetings.
  • Monitor the unit's team performance against the agreed Client service level, internal key performance indicators, and agreed operational business objectives.
  • Develop strong relationships with clients and the claims management community, providing proactive complaints analysis and support, constructive feedback, and praise for outstanding performance.
  • Work collaboratively with Training & Quality team to address areas for improvement through coaching, identified through root cause analysis.
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.
  • The confidence to act with autonomy, to understand and resolve issues presented by clients and the wider business.
  • An ability to understand the needs of our clients and a desire to work towards continuously improving our delivery of those.
  • 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 the ability to work on multiple tasks concurrently.
  • Self-motivated and able to motivate others.
  • Ability to work to deadlines while prioritizing workload and multi-tasking.
  • A positive can-do approach to problem-solving is a must.

  • Customer Relations Manager

    2 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Davies Group Full time

    Job Title: Customer Relations ManagerJob 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,...

  • Customer Relations Manager

    2 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Davies Group Full time

    Job Title: Customer Relations ManagerJob 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,...

  • Customer Relations Manager

    1 week ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Davies Group Full time

    Job Title: Customer Relations ManagerJob 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,...

  • Customer Relations Manager

    1 week ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Davies Group Full time

    Job Title: Customer Relations ManagerJob 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,...

  • Customer Relations Manager

    2 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Davies Group Full time

    Customer Relations ManagerAs a Customer Relations Manager at Davies Group, you will be responsible for leading a team of Complaint and Admin handlers, focusing on personal and professional development, objective setting, structured performance reviews, and support.Key responsibilities include:Leadership of a motivated team of individuals, nurturing technical...

  • Customer Relations Manager

    2 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Davies Group Full time

    Customer Relations ManagerAs a Customer Relations Manager at Davies Group, you will be responsible for leading a team of Complaint and Admin handlers, focusing on personal and professional development, objective setting, structured performance reviews, and support.Key responsibilities include:Leadership of a motivated team of individuals, nurturing technical...

  • Client Relations Specialist

    1 week ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Pertemps Bond Full time

    Client Relations SpecialistPertemps Bond is currently seeking a Client Relations Specialist to join our esteemed team.In this Client Relations role, your responsibilities will include:Ensuring adherence to all relevant regulationsManaging multiple locations nationwide in collaboration with another Client Relations SpecialistEstablishing and nurturing strong...

  • Client Relations Specialist

    1 month ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Pertemps Bond Full time

    Client Relations SpecialistPertemps Bond is currently seeking a Client Relations Specialist to join our esteemed team.In this Client Relations role, your responsibilities will include:Ensuring adherence to all relevant regulationsManaging multiple locations nationwide in collaboration with another Client Relations SpecialistEstablishing and nurturing strong...

  • Center Director

    2 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Maximus Full time

    Job Title: Center DirectorMaximus is a global organization that specializes in providing health and employment services to millions of people every year.We employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.From assessments and health services to employability programs and specialist support, we do...

  • Center Director

    2 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Maximus Full time

    Job Title: Center DirectorMaximus is a global organization that specializes in providing health and employment services to millions of people every year.We employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.From assessments and health services to employability programs and specialist support, we do...

  • Marketing Director

    2 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Acosta Full time

    Job Title: Head of Marketing & Digital MediaJob Type: Full TimeContract Type: PermanentAcosta Europe, a leading agency provider of multi-channel digital and physical field sales solutions, serves retailers and hundreds of the world's leading brands.Reporting to: Sales and Marketing Director15% Performance bonus + Car allowance and Hybrid workingAs Head of...

  • Marketing Director

    2 weeks ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Acosta Full time

    Job Title: Head of Marketing & Digital MediaJob Type: Full TimeContract Type: PermanentAcosta Europe, a leading agency provider of multi-channel digital and physical field sales solutions, serves retailers and hundreds of the world's leading brands.Reporting to: Sales and Marketing Director15% Performance bonus + Car allowance and Hybrid workingAs Head of...

  • Center Director

    1 week ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Maximus Services, LLC Full time

    Job Title: Center DirectorMaximus Services, LLC is seeking a highly skilled and experienced Center Director to join our team. As a Center Director, you will be responsible for leading and developing a team of professionals to deliver high-quality services to our clients.Key Responsibilities:Lead and develop a team of professionals to deliver high-quality...

  • Center Director

    1 week ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Maximus Services, LLC Full time

    Job Title: Center DirectorMaximus Services, LLC is seeking a highly skilled and experienced Center Director to join our team. As a Center Director, you will be responsible for leading and developing a team of professionals to deliver high-quality services to our clients.Key Responsibilities:Lead and develop a team of professionals to deliver high-quality...

  • Centre Director

    1 week ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Maximus Full time

    Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.Contract: 6 month FTCThe Centre Director is the single point of accountability for delivery of volume,...

  • Centre Director

    1 week ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Maximus Full time

    Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.Contract: 6 month FTCThe Centre Director is the single point of accountability for delivery of volume,...

  • Operations Director

    6 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Acorn Training Full time

    Job Title: Operations DirectorWe are seeking an experienced and strategic leader to join our team as Operations Director. This is a key role that will drive the success of our business by ensuring that our skills training programmes are relevant, effective, and aligned with industry needs.Key Responsibilities:Develop and implement a comprehensive skills...

  • Operations Director

    6 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom Acorn Training Full time

    Job Title: Operations DirectorWe are seeking an experienced and strategic leader to join our team as Operations Director. This is a key role that will drive the success of our business by ensuring that our skills training programmes are relevant, effective, and aligned with industry needs.Key Responsibilities:Develop and implement a comprehensive skills...

  • Deputy Director of Transformation

    2 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom University Hospital of North Midlands Full time

    Job Title: Deputy Director of TransformationWe are seeking a highly skilled and experienced Deputy Director of Transformation to join our team at the University Hospital of North Midlands. As a key member of our leadership team, you will play a pivotal role in driving forward our transformation and sustainability agenda.About the RoleThe Deputy Director of...

  • Deputy Director of Transformation

    2 days ago

    Stoke-on-Trent, Stoke-on-Trent, United Kingdom University Hospital of North Midlands Full time

    Job Title: Deputy Director of TransformationWe are seeking a highly skilled and experienced Deputy Director of Transformation to join our team at the University Hospital of North Midlands. As a key member of our leadership team, you will play a pivotal role in driving forward our transformation and sustainability agenda.About the RoleThe Deputy Director of...