Executive Case Manager

Executive Case Manager

Location: Bournemouth

Position: Full time Monday to Friday, Hybrid role

Salary: Negotiable depending on experience

Our Client is looking for an experienced and confident Case Manager who would work within their current Customer Relations and Engagement team, reporting to the Customer Engagement Director.

The Executive Case Manager will form part of the Customer Relations Team, responsible and accountable for those high-level escalated cases that have third party involvement or require additional intervention from our legal or public affairs teams.

Key Responsibilities:

• Be a main representative in response to third tier and third party escalated customer cases.
• Full review, investigation, and customer response of escalated customer cases as required by the Divisional Customer Relations Managers.
• Ensure that all cases are managed within SLA, in accordance with policy, procedures & regulatory standards.
• Work in conjunction with our Director of Communications and Legal team to support and protect the external reputation of our Client.
• Manage the relationship and be the main point of contact for our regulators and ombudsman, managing and working with the Customer Engagement Director to ensure the relevant action is taken when a case is passed into your responsibility.
• Organise and lead on case conference calls with relevant stakeholders where necessary.
• Support and facilitate update meetings with the Executive members of the organisation.
• Work with the wider team to gain a greater understanding of regulatory requirements to support the Divisional Customer Relations Manager during their investigations.
• Maintain standards and consistency by keeping up to date and operating within the latest defined standard specifications, using the approved documentation, process, systems and source information to ensure consistent and effective performance.
• Actively engage and collaboratively manage relationships with internal and external stakeholders.
• Undertake such other reasonable duties, commensurate with the job holder’s experience and qualifications as may be required for the smooth running of the business.

Person Specification:

Knowledge & Experience

• Previous case management experience essential.
• Some PR, Legal or regulator experience (desirable).
• Recent experience working within a Press Office environment or liaising with regulators and ombudsman (desirable).

Skills & Competencies

• Ability to lead a meeting, build effective relationships and work.
• Takes responsibility to drive actions and engages stakeholders to provide relevant information.
• Excellent communication skills both written and verbal; ability to turn complex information into simple easy to understand language - Exceptionally strong letter writing skills.
• Excellent record keeping with accuracy and attention to detail.
• Has a tenacious approach to problem solving and case resolution.
• Good working knowledge of Microsoft Word and Outlook.
• Ability to influence others and ability to lead and meetings with senior stakeholders and colleagues.

Benefits, entitlements, bonus schemes/incentives will be explained within your first Microsoft Teams interview with Noble Recruiting Ltd.

IMPORTANT INFORMATION

• Noble Recruiting Limited is an independent, family-run recruitment agency, based in Wickford, Essex. We are an equal opportunities employer and have been acting as an employment agency for permanent recruitment and an employment business for the supply of temporary workers for over 15 years.
• By applying for this role, your details will be submitted to Noble Recruiting Limited. Our Privacy Policy, explaining how we will use your information, is available on our website.
• Due to the high volume of applications for our roles, if you have not been contacted within 14 days, please assume that your application has been unsuccessful on this occasion.