Customer Care Team Leader

**About Us**

Court Enforcement Services Limited is one of the largest and fastest growing High Court and Civil Enforcement companies in the UK.

Since forming in 2014, we have managed over 100,000 High Court Writs and recovered more than £187 million for our clients. We work with legal professionals and creditors including utility companies, local authorities, businesses and individuals to recover unpaid County Court Judgements (CCJ’s) sooner rather than later.

We are also specialists in property-related enforcement including Commercial Rent Arrears Recovery (CRAR), Forfeiture of Lease and dealing with squatter and trespasser related issues. Delivering an approach that differs from traditional providers or panels we have worked tirelessly to earn our reputation as a leading High Court Enforcement company. We are committed to ensuring that fair treatment is embedded in every engagement with clients, customers and staff and we are also focused on protecting our clients’ brands and reputation.

**Introduction**

Working as part of the wider Customer Care team, your day-to-day role will be dealing with complaints and enquiries from both Customers and Clients. You will also be involved in the review of escalated complaints, where escalation has occurred to Senior management, the Court or an industry review body. The Team Leader role is an integral part of the team, you will also be providing support to the Customer Care Manager, with team reviews & efficiency, in order to help identify opportunities for service enhancements. You will also be required to stand in for the CCM where applicable in order to provide support and guidance to the wider team.

**Core Duties and Responsibilities**
- Take ownership of complaints from the Register in accordance with company processes and in the date received order unless allocated otherwise by the Customer Care Manager.
- Support the review of departmental mailboxes to correctly identify matters to be escalated to Senior Management, Insurers etc at the earliest opportunity - this will include, but is not exclusive to, threats of legal action, Court claims, 3rd party claims to goods.
- Ensure that best practice is followed and that you adhere to legislation and regulations alongside company policies and procedures. Carry out thorough investigations to of evidence, case history, BWV footage & phone calls.
- Come to the appropriate decision and compile detailed, professional correspondence addressing all complaint points and referencing correct Regulations & Legislation.
- Compile a full and accurate electronic file for each complaint using our CMS & complete Company Registers fully to allow accurate MI reporting.
- Progress all cases under your ownership in a timely manner. Review and complete cases in strict date order, unless otherwise advised.
- Place cases on hold when appropriate, and routinely review holds to move cases back to the correct workflow at the earliest opportunity.
- Provide support to our insurer and solicitor with all aspects of Court claims against the Company
- Compile accurate Court bundles/documentation for the Director attending Court
- Provide information and documentation to HCEOA to support their review of all escalated complaints
- Identify and acknowledge Subject Access Requests and record on CMS and Company Registers within given timeframes
- Gather information requested under SAR, watermark and redact appropriately, including Body Worn Video footage
- Work mailboxes and folders in the order dictated by priority workstream and date received or at the Customer Care Manager’s direction
- Provide full and accurate responses to debtor enquiries
- Ensure that all liaisons with internal colleagues, field staff and third parties are conducted in a balanced and professional manner
- Remain aware of the requirement to protect customer data, work in a manner that ensures security of data and review your own actions to ensure data protection requirements are not breached
- Complete ad-hoc tasks and other duties as requested by Management as may from time to time be reasonably required, including supporting the Customer Care Manager in day-to-day activities, and becoming a point of contact where the CCM is unavailable
- Remain up to date with all relevant policies, procedures, and process guides on SharePoint and undertake training as required to remain proficient in the role
- Suggest improvements and amendments to processes and procedures to ensure best practice is maintained
- Provide support to the CCM with reviews, productivity, opportunities for service enhancements, cost saving, and complete team reviews where applicable or necessary

**Personal Qualities, Experience and Skills**
- Previous managerial leadership and experience
- Proven history of complaint handling
- Proven history of working within a complex legal framework environment
- Excellent oral and written communication skills with the ability to display a high degree of integrity, t