Client Liaison Team Leader

Salary: £26,000 per year

CUSTOMER LIAISON TEAM LEADER (FT)

As the Complaints Team Leader you will be required to maintain robust complaints handling functions, ensuring customer outcomes are central to the company culture and in line with client expectations.

You will be working closely with the Customer Liaison Manager and on occasion, the Operations Manager, to ensure the business maintains a consistent and fair approach to its complaints handling on behalf of clients.

You will ensure that all customer complaints are thoroughly and fairly investigated within agreed service standards whilst making sure complaints are effectively managed and working with other teams to turn insight into action where necessary.

We’re looking for the right candidate to have proven experience of delivering high levels of customer service, ideally with some experience of continuous improvement, along with experience of effectively managing a team. You will be committed to providing the highest levels of customer service and championing the customer throughout the organisation.

Responsibilities:

* Ensure complaint handling and processes are undertaken in line with regulatory guidelines

* Lead the customer liaison team to ensure performance, conduct and HR requirements are managed accordingly

* Act as an escalated point of contact for customers, clients, repair network members, suppliers and partners

* Review EOD status’s alongside resources to ensure workload is efficiently maintained

* Ensured incoming calls and emails and dealt with, dealing with all enquiries or actions in a professional manner

* Provide ongoing training and support and coaching to ensure that full in-depth information is logged, ensure that all Pending and In Progress EODs are reviewed as first task each day

* Ensure all handlers have consistent training in systems use.

* Frequent quality checks (Audits) to be undertaken, to be able to provide feedback and relevant training

* Carry out weekly buzz meetings, monthly team meetings and adhoc update meetings when needed to ensure handlers understand expectations and focuses and support them with the day-day pressures.

* Ability to develop and motivate others in a changing environment.

* Carry out team 1-2-1’s, appraisals and regular catch ups with staff.

* Through continuous improvement, identify potential company training requirements which would assist in the reduction of repeat failures

* As part of your role you will look to enhance the ongoing improvement of the department’s infrastructure, resources, systems and processes

* Promote data security in and outside of the business at all times, strict adherence to DPA, GDPR and information security standards

* To promote our business and that of our clients by providing exceptional and friendly service at all times

* The completion of duties as required from time to time by the Senior Management Team

Skills and Experience:

* Proficient skills in using MS

* GCSE Maths and English

* Excellent telephone manner and First-class communication skills

* Experience of working in a customer orientated environment with commitment to providing a first-class service to customers, clients and third parties

* The ability to demonstrate strong leadership skills within a challenging results-orientated environment.

* Ability to work to agreed deadlines and targets and objectives

* Able to work as part of a team as well as autonomously to a high level of accuracy

* Good planning and organisational skills

* Good analytical and decision making abilities