Deputy - Client Care

1 week ago

Peterborough, United Kingdom Taylor Rose Full time

**This role will involve but is not limited to**:

- Being responsible for day to day, leading, managing, supervision and support of the client care team prioritising complaint handling and achieving resolution. You will support the team with Legal and Technical Referral points including allocation of work.
- Interact with complaints including being an escalation point as part of our complaints procedure, including helping Directors with information or understanding on stage 3 complaint handling
- Engage with online reviews, assisting with resolving negative reviews and social media issues
- Assist with troubleshooting and coordination of Expression of Dissatisfaction (EODs) from internal colleagues or website queries
- Assist with information gathering to assist with departmental reporting
- Develop an understanding of various case management and other operating systems to include from a user perspective to understand functionality and identify links to complaints
- Assist with Performance Development Reviews, team monitoring and general concerns
- Assisting with projects as and when required
- Acting as an alternative contact for external service suppliers within Client Care
- Assisting with collection, monitoring and recording of satisfaction survey responses, including escalating negative feedback or required actions
- Receive and handle all types of calls based on feedback for the business creating a welcoming, conscientious, professional impression providing excellent customer service on every call.
- General admin duties as and when required within the department

**Requirements**:

- You will be obsessed with delivery of excellent **client service**. You are professional with a relentless strong work ethic who is reliable, has a **proactive can do** attitude and can motivate the team to ensure excellent standards of work are delivered and work allocations are well maintained. You are a people person and easily engage with colleagues from the entire business regardless of role.
- You must be self motivated, able to work independently as well as part of a team.
- ** You have the ability to learn new systems and are enthusiastic about working with technology. You will also heavily align yourself with our core values in every aspect of your role - aspiring, innovation integrity and commitment**

**Company Core Values**:
**Aspire**:To challenge convention, an entrepreneur with energy for change. To be the best that we can be

**Integrate**: Bring together people and systems into a cohesive force

**Innovate**: To creatively evolve our working practices, use our revenue and resources in a virtuous cycle of improving our people, systems and growth

**Commit**: To delivering excellent client experience and working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage

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