Complex Case Manager - Crewe, United Kingdom - CCP

CCP

Verified Company

Crewe, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you an empathetic and commercially aware Complex Case Manager seeking an exciting new challenge?
Do you thrive in owning, resolving, and reducing complex complaint cases while having the customer experience at heart?

We are delighted to be supporting a nationwide multi-brand operation with the appointment of a Complex Case Manager to join their thriving contact centre in Crewe.

For over 100 years, the brand has been built on the core values of quality, value, reliability,and service.

You will be able to put your own stamp on this brand-new role, with the continual focus on delivering a fantastic customer experience and drive to resolving and reducing complex complaints.

As a Complex Case Manager, you will handle complex complaint cases through all forms of communication. Empathy and understanding will be critical, as well as effective negotiation and objection handling.

Through analysis, initiative and consideration, yourrole will play a crucial part in identifying business opportunities to improve processes, policies, and the customer journey.

Communicating to stakeholders both internally and externally will also play an essential part of the role, so confidence collaboratingacross all business levels is crucial.

Complex Case Manager Responsibilities:

Take ownership for all complex complaint cases, from investigation through to resolution.
Proactively manage cases, keeping customers and stakeholders continually updated on progress.
Liaise with various departments and teams during the investigation to establish the facts for a balanced resolution.
Establish trends and root cause analysis to support business decisions, collating and distributing detailed analysis to the wider audience.
Act as an escalation point for contact centre Team Leaders and provide relevant coaching when appropriate.
Identify cases that require escalation and take accountability to solve.
Keeping the voice of the customer in mind while maintaining commercial awareness.
Accurately log all complaint data within internal systems.

Skills and Experience:

3 years' experience handling complex cases and complaints, ideally within a contact centre environment.
Understanding of the retail industry (desirable).
Strong communication and team working skills.
Commercial awareness balancing resolutions between costs and customer experience.
Highly organised with the ability to handle multiple work streams, prioritise workloads and work to deadlines.
Energy and desire to succeed in a fastpaced, demanding environment.
Experience in providing ROI recommendations and suggested process improvements.
Ability to remain positive during highly demanding times.
Excellent listening and negotiation skills.

The office offers free onsite parking and is a walking distance from a main line train station. The role is full time onsite for the probationary period, moving onto a hybrid basis upon completion.
This is an exciting time to join such a prestigious brand on an exciting journey.

They are a people-oriented company continually supporting colleagues with the necessary tools, policies, and procedures to excel in their role.

They are committed to offer staffdevelopment opportunities, job satisfaction and a fun working environment.
For more information, please contact Tim Campion on or.