Reviewing and overlooking ongoing cases with your team, advising on ways to improve the service and streamline current processes
Maintaining data and generating reports on trends
Working to and achieving SLAs and KPIs in line with the specific customer contract
Root cause and trend analysis to reduce complaints by identifying key areas for improvement
Provide regular reports on complaints performance and service improvements implemented to address gaps in quality processes and procedures
Develop and execute complaint processes which create a seamless, more efficient and streamlined customer experience
Overlook and manage your teams tasks with clear expectations on a daily, weekly and monthly basis
Drive team performance and motivate your team via continuous coaching, training and mentoring
Work with teams across the business to ensure that the customers and the service user are at the heart of everything that we do and all correspondence with customers meet our standards
Identify any areas for learning and development for internal employees
Requirements
Qualification and Experience:
2 years’ experience working within a similar role
Excellent understanding of complaint handling
Experience embedding internal strategies to minimize complaint handling time
Excellent analysis and excel skills
Self-motivated and a strong ability to work collaboratively with different teams across the business
Excellent levels of attention to detail to ensure you work is accurate and of high quality
