Directors Office Executive Complaints Manager in London Head Office, 3rd Floor, The Aspect, 12 Finsbury Square, London, London, EC2A 1AS

Directors Office Executive Complaints Manager
London
£37,000 - £42,000 per annum (DOE)
Barchester are recruiting an experienced Directors Office Executive Complaints Manager to join our Customer Experience team in central London. The successful candidate will support customers, colleagues and external parties to resolve complex and high level complaints efficiently and appropriately. With the support of the customer contact team and other key stakeholders, you will be responsible for providing a 7 day service to ensure complaints are responded to promptly and appropriately.
ESSENTIAL SKILLS/QUALIFICATIONS:
•Experience complaint handling and handling difficult conversations in a previous role.
•Experience managing, coaching, and developing a team of 10 or more in a previous role.
•Background in a healthcare organisation, demonstrable understanding of healthcare funding in the UK.
•Excellent communication skills, verbal and written.
•Database management and data analysis experience.
•Strong Excel ability.
•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 Local Government Social Care Ombudsman and Data Protection Act.
•Understanding brand tone of voice and able to write in line with set minimum standards.
•Strong relationship building skills, ability to lead large team remotely.
•Quality & customer focused, with an empathetic nature.
•Attention to detail.
•Self-motivated, target driven and creative.
•Evidence of ability to work under pressure, on own initiative.
•Ability to handle difficult situations with tact and diplomacy balancing customer and company needs.
•Proven ability to work at a senior level (this role interacts with CEO on daily basis).
Main Duties/Responsibilities:
•Manage all escalated complaints that come through to Head Office from customers for our 238 UK homes and hospitals within the policy timeframe.
•Lead by example on effective and empathetic communication to promote conflict resolution.
•Investigate complex and long-standing issues, providing responses on behalf of the CEO and other Executive Board members.
•Provide extensive reporting on a weekly, monthly, and quarterly basis that gives transparency, highlights business trends.
•Drive improvement through open and transparent communication.
•Develop complaints policies and procedures. 
•Manage a large team of administrators and Customer Care Managers investigating final stage complaints or ongoing legal claims.
•Review, quality check and amend written responses to ensure fairness, accuracy, and appropriateness in keeping with corporate image. Negotiate with staff concerned if there are any disputes to written responses.
•Provide constructive feedback to team members to ensure opportunity for learning.
•Support Managers at all levels to affect the satisfactory resolution of complaints.
•Act as a conduit between our General Counsel, Loss Adjusters and Legal Advisors.
•Work with the press and social media teams where relevant.
•Act as a conduit for all cases that have been escalated to the Government Ombudsman and negotiate outcomes.
•Respond to MPs who contact on behalf of customers/staff who have raised a complaint.
•Present to senior audiences on the elements of complaint handling.
•Work within Governance framework to complete a bi-annual report for insurance and Quality and Clinical Governance Committee.
Closing date for applications: Sunday 18th October 2020