Customer Relations Manager - England, United Kingdom - Dynamite Recruitment Solutions Ltd

Description

Customer Relations Manager/Complaints ManagerSalary: £44,108.95 P/A plus fantastic benefits Hours: Core Working Hours (37.5 per week)Hybrid - 2 days in the office and 3 at home. Location : Bracknell. Dynamite Recruitment is currently seeking an enthusiastic and organised Customer Relations Manager to join a successful company, due to growth. The duties of the Customer Relations Manager/Complaints Manager will be:

• Managing a small, specialist team that oversee complaints resolution.
• Handle escalated complaints with professionalism, implementing the highest standard of customer service.
• Use specialist technology to assist with resolving complaints and queries.
• Reporting complaint reviews to the team, to ensure development and reduce escalations in the future.
• Provide training to the team, encourage progression and developing within the business.
• Have advanced knowledge of procedures in place, as well as the Housing Ombudsman code.
• Travel to other branches to implement experience, feedback and training within other teams.
• Coordinate responses with government officials, environmental health, and other agencies to building lasting professional relationships.
• Liaise with senior management regarding higher escalations.
• Analyse feedback to continuously reduce further complaints.
• Work collaboratively with other internal departments.
• Maintain relevant procedures and operations with senior staff members.

• Experience within housing administrative desired but not essential.
• Advanced customer service/complaints skill.
• Must be approaching, authoritative and confident communicating with customers.
• Clear written and oral communication skills.
• Advanced administrative and IT skills.
• Experience of leading a complaints team.
• Strong, evident experience of analytical skills.
• Well-organised, self-disciplined manner.
• Flexible and adaptable to change.
• Be a strong decision maker, remaining calm when using integrity.