Customer Engagement Manager in Doncaster

Location: Doncaster

Type of Employment: Permanent, Full-Time

About this Role

Based within our Inspired Property Management brand, you will lead on creating engaging conversations with our customers by creating content for quarterly newsletters, and by seeking other ways of proactively engaging with customers to ensure high customer satisfaction levels. You will oversee the end-to-end handling of customer complaints, ensuring adherence to The Property Ombudsman code and our internal policies. You will champion our customer charter, supporting internal teams to ensure smooth and positive customer relationships.

Main Duties and Objectives

• Support the Brand to engage proactively with customers, and to understand their goals and challenges, offering solutions that align with their needs.
• Create positive and engaging content for a quarterly customer newsletter to include company updates, industry updates and helpful information for our customers.
• Work in partnership with our Property Managers to ensure site specific updates are included in newsletters.
• Track, and investigate complaints from initial contact to final resolution, ensuring compliance with internal policies and regulatory standards.
• Oversee the entire complaint lifecycle, from intake to resolution, ensuring timely and effective handling of all complaints.
• Examine data, records, and systems, and discuss complaints with relevant staff to understand the root cause of issues, and to ensure a robust and positive resolution is provided to the customer in a timely manner and that learning outcomes are identified.
• Provide a professional and responsive complaint resolution service to our customers, ensuring an empathetic approach.
• Act as the primary point of contact for complainants, keeping them informed of progress, and managing expectations with empathy.
• Draft comprehensive complaint responses, providing clear explanations of decisions setting our recommendations for the outcome of complaints and any appropriate redress, always maintaining impartiality.
• Liaise with Senior Managers at Stage 1 of the process and Leadership Team members at Stage 2 of the process to review the evidence and explain the rationale for the recommended outcome.
• Ensure that all cases are reviewed fairly and impartially using an evidence-based approach, working collaboratively with managers on complaint outcomes to achieve agreed performance standards and quality standards.
• Role model professional behaviours, influence and develop working relationships with colleagues to identify and implement service improvements.
• Liaise with, and support, managers and staff across the Brand to ensure a seamless process for the management of complaints and feedback and that a systematic process for learning and service improvement is in place as a result of any complaint.
• Monitor customer feedback, tracking success KPIs and reporting to the Senior Management Team on customer outcomes.
• Make best use of our technology, keeping full and accurate records of all customer complaints and interactions.
• Advocate a customer-centric approach to complaints, encouraging open communication and learning from feedback.
• Work collaboratively with other departments across Inspired Property Management Fexco Property Services to drive customer success.
• Undertake any other duties commensurate with the role as requested by management.

Required Qualifications & Experience

• We are looking for a motivated and dynamic individual who is committed to excellence and has a passion for customer service.
• Excellent verbal and written communication skills.
• A focused collaborative approach to working within our Brand the Fexco Property Services.
• Proven experience in managing customer feedback, specifically in relation to complaints handling in a regulated industry.
• A positive approach to excellent customer service and a commitment to quality.
• Experience of complaints investigation and resolution.
• Knowledge and experience of dispute resolution and complaint handling.
• Ability to investigate complex and challenging issues and reach sound conclusions.
• Excellent customer care and interpersonal skills.
• The ability to work both autonomously and collaboratively with a wide range of stakeholders.
• Demonstrable negotiation and persuasion skills in a wide range of settings - with internal colleagues, residents, and wider stakeholders.
• Strong attention to detail and analytical skills.
• An ability to work at pace.
• High professional standards with the ability to work on own initiative and perform duties with tact and diplomacy.

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.