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SalarySlater and Gordon are a leading consumer law firm which provides a broad range of specialist legal and complementary services. We are undergoing a huge transformation across all areas of the business, with a focus on people and technology, and our mission is to give people easier access to our world class legal services.
We currently have a brand new opportunity for a Client Care Manager to join our team in Liverpool. Within this role you will lead, drive & motivate a team of 7 junior complaints analysts to meet KPIS/SLAS and ensuring responses to all Ombudsman complaints & accurate records are maintained.
Responsibilities:
- Responsible for ensuring responses to all Ombudsman complaints & accurate records are maintained.
- Regular 121 meetings in line with PDR process.
- Review of each team members wip, to ensure they achieve closure target week on week.
- Directly communicate with customers to resolve Senior escalation complaints.
- Lead, develop & coach the Client Care Team in delivering efficient complaint resolution, in line with Complaint’s policy.
- Conduct 100% quality checks each month on all members of the team, including not exclusive to: complaint/email responses, logging & telephony support.
- Take ownership of the team’s performance & ensure all team SLA / KPI’s are achieved.
- Ensure all mandatory training is completed by self & all members of the team, within the agreed timescales.
- Ensure that all Risk, Compliance, Audit, and regulatory requirements in relation to the function are met. This includes having robust controls in place with prompt resolution of potential audit points.
What are we looking for?
- Evidence of working in a complaint’s role, managing complex complaints & processes.
- Team Management Experience.
- Positive, upbeat, engaging attitude to drive team morale and performance
- Effective motivational, coaching and mentoring skills.
- Ability to manage key performance indicators (KPI's) that drive maximum productivity, quality and service.
- A good understanding of Microsoft office applications.
- Experience within a law firm would be desirable, however not essential.
What we offer in return:
We offer a hybrid working environment, alongside a competitive salary and benefits package including 25 days holiday allowance plus the option to purchase an extra 5 days, pension scheme, health cash plan, life assurance and income protection insurance. The opportunity to develop a rewarding and successful career with an award- winning law firm.
