Customer Liaison Deputy Team Leader

**Location: Wellingborough - site based**

**37.5 hours per week, Monday to Friday, plus 1 in 4 Saturdays**

**Salary: confirmed at interview**

**Benefits**
- 29 days annual leave, including statutory bank holidays
- Additional birthday holiday day
- Holiday Purchase Scheme (on completion of probation period)
- Employee Assistance Programme, including counselling and 24/7 GP
- Company events and functions
- Free food days
- Free parking
- Close to shops and amenities

**Purpose**

To manage and oversee the resolution of customer complaints, ensuring high standards of service and adherence to regulatory requirements. The role involves supporting and assisting the Customer Liaison Team Leader in supervising the team, providing coaching and guidance to team members, and ensuring that all complaints are handled efficiently and in accordance with company policies and procedures.

**Role Profile**
- Assist with the implementation of a comprehensive training program, ensuring that all team members are equipped with the necessary skills and knowledge to handle complaints effectively.
- Ensure that training records are maintained and updated regularly.
- Ensure that you are kept fully up to date with new SLA's and updated SLA's.
- To record all client issues and to be fed back to the Team Leader, Customer Liaison Manager, Head of Call Centre Operations and Account Managers where necessary.
- Review repairer performance and adherence to agreed SLA's in real time via the company's internal systems targeted and exceptional reporting, liaise with the wider management to assist as required.
- Act as the primary support for team members, addressing any queries or issues they may have before escalating to the Team Leader. Foster a collaborative and supportive team environment.
- To promote our business and that of our clients by providing exceptional and friendly service at all times.
- Identify and monitor any performance trends within the team or among individuals that could impact customer service.
- Develop and implement action plans to address any issues and improve overall team performance.
- Maintain clear and effective communication with customers, clients, and other stakeholders.
- Ensure that everyone within the team is responsible for answering calls within targeted timescales by monitoring systems and wall boards continuously, and report back to the Team Leader on any issues or failures.
- Ensure accurate and detailed recording of all complaint information in the company's management systems to maintain comprehensive audit trails.
- Update complaint data regularly to reflect the latest status.
- Manage customer complaints in line with company policy.
- Manage the resolution of complaints, ensuring that expressions of dissatisfaction are handled in accordance with FCA guidelines and within internal and external SLAs.
- Assist with monitoring all relevant inboxes to ensure they are actioned within a timely manner.
- Assist with conducting call audits and Complaint Management audits on a monthly basis. Provide constructive feedback to team members and report findings to the Complaints Team Leader.
- Assist with any reporting requested for analysis and management of the department.
- Work closely with other departments to seek assistance and resolve issues related to complaints. Promote effective inter-departmental communication.
- Promote and adhere to data security policies both within and outside the company, ensuring strict compliance with the Data Protection Act (DPA) and information security standards.
- Ensure compliance with all company policies and procedures, carrying out duties in a manner consistent with the company's values.
- Perform any other duties as required by the Management Team.

**Person Specification**

You will have:

- GCSE Maths and English or equivalent
- Excellent telephone manner and first-class communication skills, both written and verbal.
- Strong planning and organisational abilities, with the capacity to meet deadlines and achieve targets.
- The ability to work as part of a team as well as autonomously to a high level of accuracy.
- Strong decision-making skills, with the ability to evaluate options and make informed decisions.
- A commitment to providing an exceptional service to customers, suppliers and partners.
- Demonstrated ability to supervise and guide team members effectively