Customer Contact Manager in London Head Office, 3rd Floor, The Aspect, 12 Finsbury Square, London, London, EC2A 1AS

Customer Contact Manager
London
£35 - £40K (DOE)
Barchester are recruiting an experienced Customer Contact Manager to join our Customer Experience team. This vital role will see the successful candidate supporting customers and colleagues to resolve complex complaints efficiently and appropriately. This role will involve direct management of a large team, as well as daily interaction with the CEO and executive team, so previous people and complaints management experience is essential.
ESSENTIAL SKILLS/QUALIFICATIONS:
•Experience of complaint handling and handling difficult conversations in a previous role
•Experience of managing, coaching, and developing a team of 10 or more in a previous role
•Background in a healthcare organisation, and demonstrable understanding of healthcare funding in the UK
•Excellent communication skills, both verbal and written
•Database management and Excel experience
•Qualification or evidence in Psychology/English
•Mental Health First Aider
•Proven ability to present at executive meetings
•Excellent organization and problem solving ability
•Knowledge of the Local Government Social Care Ombudsman and Data Protection Act
•Understanding of brand tone of voice and able to write in line with set minimum standards
•Strong relationship building skills and ability to lead large team remotely
•Self-motivated, target driven, attention to detail, organised, and a creative thinker
•Evidence of ability to work under pressure
•Ability to handle difficult situations with tact and diplomacy balancing customer and company needs
•Proven ability to work at a senior level
MAIN DUTIES/RESPONSIBILITIES:
•Respond to complaints across the organization on behalf of the CEO and other executive team members
•Acting as a single point of contact for all services. This will sometimes involve being available 7 days a week in urgent cases
•Record and review all complaints received
•Manage the caseload of complaints with support from the central Admin team ensuring completion within the policy timeframe
•Review, quality check and amend responses to ensure they are fair, accurate, detailed, appropriate, in keeping with the corporate image, facilitate resolution of the issues, identify actions and are presented to the highest standard
•Deal with financial and contractual issues
•Management of Customer Contact Managers and Executives to review progress of caseloads and allocation of new investigations and reviews
•Provide advice and support to managers at all levels to affect the satisfactory resolution of complaints
•Negotiate with staff concerned if there are any disputes regarding the content of the prepared response
•Provide constructive feedback to staff following review of their written responses to ensure the opportunity for development and learning
•Act as a conduit between our General Counsel, Loss Adjusters and Legal Advisors to support staff in the preparation of Statements and Reports
•Work with the Press team to manage responding to customers where there is media involvement
•Work with social media team to respond to customers who have concerns/complaints on social channels
•Act as a conduit for all cases that have been escalated to the Government Ombudsman
•Present to senior audiences in a number of different settings on the elements of complaint handling
•Provide effective root cause analysis when the complaints process has broken down
•Drive necessary culture change & improvement in business performance to deliver strategic goals in relation to the complaints process
•Provide reports and analysis on all complaints
•Responsible for the complaints and feedback database and work with IT team on for future developments
Closing date for applications: Friday 14th August 2020