Customer Relations Case Managers

19 hours ago

Bournemouth, United Kingdom McCarthy Stone Full time

**CUSTOMER RELATIONS CASE MANAGERS**

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

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

**HOURS**:Full time but can be flexible with hours to suit the right person

**We are currently recruiting for two Customer Relations Case Managers to join our Customer relations team. One of these positions is a permanent vacancy and the other is a 6 month fixed term contract.**

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**
- Ensure cases are resolved in a timely manner and an 'on brand’ outcome is consistently delivered demonstrating empathy & ownership of the issues raised.
- Ensure that all customer complaints are managed in accordance with policy, procedures & regulatory standards.
- Ensure individual productivity and quality targets are achieved and maintained.
- Work as part of a small team, sharing knowledge and best practice.
- Support the implementation, embedding and evolution of the Group Customer Support framework to drive consistently good customer outcomes.
- Represent and become the voice of the customer.
- Support the Head of Customer Relations 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’.

**Person Specification**:

- Previous case management experience is essential
- Ability to demonstrate customer empathy and understanding
- Ability to 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
- Has a tenacious approach to problem solving and case resolution.
- Good working knowledge of Microsoft Word and Outlook

**Our Values - PRIDE - Passion / Responsibility / Innovation / Determination / Excellence

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