Customer Resolutions Manager

Customer Resolution Team Leader Location: Leatherhead Job type: Full time (Office based) Monday – Friday (9-5) Salary: up to £33000 – £35000 pa (+ 8% annual company performance bonus) Great benefits including 26 days holiday + bank holidays, modern offices, free onsite parking, pension, regular pay reviews and annual company performance bonus. Core areas of responsibility: * Complaints Frameworks * Root Cause Analysis (RCA) * Social Media * Ombudsman-level complaints * Reporting & training The Role * Investigating complaints * Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media * Supporting Root Cause Analysis * Coaching & developing * Pro-actively managing complaints received via social media platforms * Complaints reporting * Complaint handling training * Dealing with customer complaints * Delivering complaints reporting & analysis * Demonstrating and developing a sound knowledge of external regulations * Building strong relationships * Collating and delivering performance data * Demonstrating ownership of core processes * Accountability for personal development * Maintaining a strong team brand image Person Specification * Excellent communication skills across a variety of channels * Full working knowledge of Microsoft Office * Numeracy & grammatical skills * Flexible & adaptable approach to working * Accuracy & attention to detail * Comfortable working in a team environment * Strong organisational skills * Experience of working in a KPI-driven environment * Competent in managing customer complaints & escalations * Experience producing management information and reports