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Job Details
Customer Relations Controller
Job Description
Job Profile: Customer Relations Controller
Department: Quality & Audit
Reports to: Marketing Director
Job Purpose:
To lead and provide direction to the Customer Relations team, and ensure that the team follow procedures and carry out their duties efficiently and effectively. To oversee the complaints handling process and ensure that complaints targets are met. Additionally, to minimise the number of complaints by conducting root cause analysis and identifying training needs. To deliver the Customer Relations Strategy into the team, and out to the business as a whole.
Job Responsibilities:
- Provide technical support to the team and be the referral points for decisions regarding customer compensation, and provisional decisions made by the CR team, so that complaints are resolved to a positive outcome.
- Handle complex complaints as necessary to ensure that targets are met.
- Work with the business to minimise the number of complaints through effective root cause analysis, including identifying trends in customer feedback. Preside over the monthly root cause analysis meeting.
- Identify training needs as a result of analysing complaints, and liaise with managers and the Trainer to implement training accordingly.
- Implement the Customer Relations Strategy so that Customer Relations is not seen as only responding to complaints – working with other areas of the business as required.
- Provide strong and timely management information, including monthly reports as required in respect of Customer Feedback – including complaints, compliments and Internet feedback. This MI to be at an appropriate level for the relevant audience.
- Ensure that all work is carried out (including that of the team) to a high level of accuracy and ensure compliance with all company and other relevant standards / regulations at all times
- Assist the Training Manager with delivery of the complaints training programme
- Responsible for conducting staff management duties such as:
o Assigning day-to-day workload
o Reviewing complaints to ensure that the Customer Relations team and the business are following Company policies and procedures at all times and are compliant with FSA regulations (including TCF principles)
o Setting targets to the team and delivering coaching and feedback in respect of KPIs and SLAs, and conducting regular performance reviews including probationary reviews and annual appraisals
o Dealing with all employee issues, including absence management, recruitment, or retraining as required
o Provide the team with feedback on company performance and ensure that they are kept up to date with all changes which affect the company strategy, processes or procedures
- Ensure health and safety, data protection and TCF are strong philosophies within the Customer Relations team.
- Any other reasonable duties as required
Job Specific Competencies:
Experience
- Excellent track record in fair and reasonable complaints resolution, balancing customer and company needs
- Experience of conducting quality assurance and auditing
- Solid experience of working within the motor insurance industry, preferably motor claims
- Experience of managing a team of employees
Skills
- Excellent communication skills, both verbal and written
- Excellent customer services skills
- Strong leadership and people management skills with the ability to motivate employees in a high pressurised environment
- Problem solving skills with the ability to translate problems and find resolutions
- Excellent organisational skills with the ability to meet tight deadlines at short notice
- Excellent numeracy and literacy skills
- Excellent IT and software skills, in particular with Excel and databases. This role requires an amount of data extraction and reporting
- Excellent report writing skills, and an ability to pitch a report at the correct audience, being able to respond to challenges as required.
Knowledge
- Detailed understanding of FSA, TCF and FOS
- Solid understanding of root cause analysis
- Sound knowledge of insurance products and personal lines insurance
- Comprehensive understanding of regulatory requirements and company principles (including TCF)
Behaviours
- Customer focused
- Self motivated and enthusiastic
- An organised and proactive approach
- Takes initiative to make decisions
- A flexible approach and positive attitude
- Approachable and keen to help others
- Confident in presenting complex information in a clear and concise manner
- Strives to deliver performance targets and drive business improvements to contribute to the success of the business
Details
MASS 900 Full Time Sussex Permanent Position £35,000 - £38,000Apply for this job
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