Customer Relations Manager - Bracknell, United Kingdom - Silva Homes

Description

Job Description

Customer Relations Manager (Resolution)

Responsible to: Lead Customer Relations Partner (Contact)

Responsible for:

· Customer Relations Partners (Resolution) x 5

· Resolution Administrator x 1

Salary: £44,108.95 per annum

Contract Type: Permanent, Full-Time (37 hours per week)

What is the role?

The customer relations directorate embodies the outcomes of our cultural transformation: where all colleagues are accountable for the experiences of our customers; we are all responsive to customers and they trust us to understand and meet their needs; and we all line up together, irrespective of where we work, to support colleagues on the front-line and help get things right first time.

The contact department has a critical role as the touchpoint for customer relations through digital and analogue contact points with the business. The contact department will be the focus for the flow of customer information in and out of the business, and will oversee first line contacts, promote our digital platform and enable channel shift. The contact department will also co-ordinate customer insight and engagement, including a proactive approach to complaints resolution, and will proactively support the new service offer that focuses on the customer experience, maximises digital services for key transactions, and targets our resources to support those in greatest need and those at greatest risk of tenancy failure.

If we are going to deliver the experience that our customers want, its vital that we understand how they feel and what they think about us. The contact and complaint engagement we have with customers also provides a rich source of information that can be used to design and deliver better services to our customers. As the customer relations manager (complaints), you will ensure that we follow our complaints process correctly. We use our complaints data to tell us what our customers are saying about the services we use so you will need to analyse the trends and pattern of complaints we receive. You will ensure that we understand and reshape services in response to lessons learned from complaints and customer contact data. You will also work with other directorates to help them focus on the customer experience.

What will you be doing here?

• You will manage a small team of customer resolution officers (2 x FTE) to ensure we manager our response to complaints and customer insight learnt from these complaints within an agreed set of key performance indicators.
• You will act as a trusted advisor to the business to help manage our response to complaints and key stakeholders from activity across the business in line with our complaint's framework.
• You will develop our existing complaints process and work with customers, particularly using new technology, to provide more opportunities for us to learn about our key customer journeys.
• You will lead on and support your team with complaint reviews with key departments to reduce complaints happening in the future.
• You will provide training and support to your team and the business to improve its approach to managing complaints.
• You will work right across the business to ensure that we effectively manage and respond to complaints in line with the Regulatory standards and Housing Ombudsman code.
• You will manage a team who receive and co-ordinate responses to MP, councillor, Environmental Health, and other agency enquiries; and build trusted relationships with them.
• You will work with relevant senior managers to mitigate complaints going to the housing ombudsman and then help facilitate our response if they do.
• You will ensure that we regularly analyse and learn lessons from engagement and insight (including complaints) and produce detailed reports that enable managers to understand key trends, patterns and issues.
• You will use the insight from informal complaints to recommend improvements to the business or alert them or emerging trends before they become big issues.
• You will undertake research and analysis to support key projects which help improve how the business works.
• You will manage colleagues within the complaints team and work collaboratively with all customer relations teams to ensure a coordinated and accountable local service response and customer experience.
• You will ensure that the resolutions team operates in line with key policies and procedures.
• You will ensure performance and compliance against agreed standards, measures and targets and contribute to business assurance monitoring and reporting.
• You will ensure that key complaints workflows remain up-to-date and are used by the team.
• You will look at ways to improve the customer experience and you will be open to new ideas and innovations.
• You will work with the lead customer relations partner (contact) and executive director (customer relations) to review and maintain relevant policies and procedures.
• You will work with the lead customer relations partner (contact) and executive director (customer relations) to manage the relevant budgets.
• You will positively support activities that help promote our Customer Charter and ensure the values and behaviours of our organisation are upheld.

Skills and experience

• Obsessive customer service ethic.
• Ability to engage customers from different backgrounds and experiences.
• Ability to analyse and present data in an engaging way to a range of audiences.
• Experience of leading a complaints team.
• Decisive problem solver and a strong decision maker.
• Excellent written and verbal skills.
• Flexible and works collaboratively.
• Innovative and inquisitive.
• Good management and coaching skills.
• Excellent inter-personal skills.
• Ability to build excellent internal relationships.
• Good analytical skills.
• Well organised, self-disciplined.
• Flexible, works collaboratively and willing to embrace change.

Qualifications and other requirements

• Experience of working in the housing sector or similar industry
• Experience of complaint handling and complaint legislation.