Customer Relations Client Executive

**Customer Relations Client Executive - Stoke**

Monday-Friday; 37.5 hours

Davies Group are currently looking for a proactive and organised individual to join our Property Team in Stoke on Trent. Within this role, you will oversee and manage all aspects of complaint handling and provide guidance to the team in relation to the timely and effective resolution of informal complaints.
**Responsibilities include**
- Real time supervision of individual complaints - review complaints; identify strategies for resolution; coach and feedback with individual handlers to ensure complaints are resolved appropriately and within agreed timescales; review and check that resolutions are delivered as agreed and lessons learned for each and every complaint case.
- Support and provide guidance to the team in relation to the timely and effective resolution of informal complaints. Ensuring that resolution attempts are made as required in relation to each individual case.
- Oversight to ensure that the Claims Handler concerned issues the appropriate SRC (Summary Resolution Communication) letters in relation to all complaints resolved within informal timeframes.
- Direct involvement and escalation in relation to any high-profile complaints which require input and experience. This will include, but not confined to, CEO Complaints / Social Media Complaints / Vulnerable Customers.
- Responsible for the transfer of complaints that reach formal stage into the Client Customer Relations via the referral process within correct regulatory timescales.
- Responsible for chairing the Client Monthly Assurance forum.
- Responsible for driving the client complaint reduction improvement plan.
- Undertake weekly and monthly Complaints MI, RCA (Root Cause Analysis) and Trend Analysis of all complaints logged (informal and formal).
- Advise and support the necessary actions resulting from the RCA/Trend Analysis to ensure that the necessary changes and improvements are implemented to mitigate against future occurrences.
- Conduct team feedback via weekly (as a minimum) team sessions in which individual complaints are discussed; team participate to identify how the complaint could have been avoided.
- Deliver a monthly review workshop with Management team - providing insight in order to drive continuous improvement in relation to the area of complaints.
- Provide team training and complaint case study sessions where appropriate in order to assist in the wider development.
**Required skills**
- Proven experience within a customer-focused environment and dealing with complaints
- Effective listening and communication skills, both written and verbal, with a first-rate telephone manner
- Strong attention to detail with the ability to prioritise a busy workload
- Excellent time management and organisational skills
**Benefits**
- Free employee treats in our break-out rooms including fresh fruit, breakfast cereals, tea and coffee, sweets, breakfast bars and canned drinks
- Support with professional qualifications
- Yearly bus pass loan (deducted monthly out of your salary to give you a cheaper bus pass)
- Close to local amenities
- Free parking for permanent employees
- Free eyecare vouchers
- 29 days holiday entitlement (this includes bank holidays which are non-working days)
- Employee refer a friend scheme (If someone you recommend passes their probation, you can be awarded over £500 per person)
- Involvement with corporate social responsibility and Davies Foundation charity events
- Matched pension contribution

**Are you a Davies Person?**

All Davies Group employees need to be able to demonstrate our Big IDEA, Inspire, Deliver, Empower and Aspire. It is essential all employees embed these behaviours in line with their job role.