Customer Relations Co-ordinator

**CUSTOMER RELATIONS COORDINATOR - Maternity Cover 9-12 months**

**LOCATION**:Hybrid, remote and head office in Bournemouth

**SALARY**:Offering a competitive salary, plus company bonus and benefits

**HOURS**:Full time

**About the role**

At McCarthy Stone, we champion the wellbeing, and happiness of older people in society. We do this by creating communities which engender a sense of belonging, independence, and peace of mind.

Operating within a small team of Customer Relations Managers, responsible for the investigation, management, and resolution of complaint cases. The role holder will take a cradle to grave approach, providing responses within our SLAs and quality standards; in turn delivering a consistently great customer experience turning our customers into advocates for our brand.

**Key Responsibilities**
- Maintain the Customer Relations inbox ensuring correspondence is acknowledged within 1 working day. Direct customer contact as appropriate, ensuring the customer is kept up to date.
- Distribution and allocation of cases to the Divisional Customer Relations Managers.
- Ensure cases are logged and resolved in a timely manner and an 'on brand’ outcome is consistently delivered demonstrating empathy & ownership of the issues raised.
- Oversee that all customer complaints are managed in accordance with policy, procedures & regulatory standards.
- Ensure all correspondence is dealt with appropriately and saved to the correct case files.
- Ensure individual productivity and quality targets are achieved and maintained.
- Work independently and as part of a small team, sharing knowledge and best practice.
- Support the implementation, embedding and evolution of the Customer Engagement framework to drive consistently good customer outcomes.
- Represent and become the voice of the customer.
- Support the Customer Engagement Director in the delivery of a complaints root cause analysis framework to drive positive business change to enhance the end-to-end customer experience.
- Ensure all complaints communication is clear, sets expectations and is 'on brand’.
- Manage the divisional SLT Ambassador programme to ensure consistency and relevance for success.
- Attend regular Communication Champions meetings as well as weekly meetings with the CEO and MD’s Executive Assistants.
- Ensure that the Customer Engagement Intranet page is kept up to date with relevant information for easy access for the business.
- Keep all documents in the Customer Relations team up to date.
- Manage a positive relationship with the Ombudsman services and internal stakeholders, manage cases through to resolution.
- Monitor and respond to Trustpilot posts.

**Person Specification**:

- Highly organised.
- Ability to demonstrate customer empathy and understanding
- Ability to lead a meeting, build effective relationships and work effectively in a small team & stakeholders.
- Takes responsibility to drive actions and engages stakeholders to provide relevant information.
- Excellent communication skills both written and verbal; ability to turn sometimes complex information into simple easy to understand language.
- Excellent record keeping with accuracy and attention to detail.
- Resilient with a positive attitude and approach.
- Efficient organisational and data management skills.
- Experience of customer service and administration experience is advantageous.
- Has a tenacious approach to problem solving and case resolution.
- Good working knowledge of Microsoft Word and Outlook.
- Ability to multitask, prioritise and work to deadlines.
- Driven and proactive approach to problem solving.

**Our Values - Community - Together - Integrity - Courage - Improving - Simple