Address
Form of work
SalarySalary: £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.
