Customer Case Manager in London

Customer Care ManagerLocation: Warwick

Working Days: Full time / Monday – Friday with 2 HYBRID work from home days

Hours: 08:30 AM – 5:00 PM

Salary: 27,000 per annum

Benefits: 25 days annual leave + bank holidays

Role OverviewJoin our dynamic Customer Outcome Team as a Customer Care Manager. This pivotal role ensures regulatory compliance and promotes fair customer outcomes. You\’ll manage complaints, support service operations, and lead training initiatives.

Key ResponsibilitiesComplaints & Customer Outcome Management

Investigate and resolve complaints within KPIs.

Conduct root cause analysis from Trustpilot and social media feedback.

Manage complaint-related costs and maintain analysis registers.

Perform peer reviews and provide feedback.

Operational Support & Compliance

Monitor customer interactions to ensure TCF principles.

Coordinate updates across departments and insurers.

Submit and review KPI reports.

Training & Development

Identify and deliver internal training.

Coach and mentor staff.

Develop and coordinate training materials.

Candidate Requirements

Experience in customer service operations.

Knowledge of general insurance and compliance frameworks.

Skilled in training, coaching, and performance observation.

Strong analytical skills and attention to detail.

Excellent rapport-building with stakeholders.

Reporting LineReports directly to the Head of Customer Outcome.

How to Apply

Submit your CV and a cover letter outlining your suitability for the role.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

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