Job Customer Resolution Team Manager- Complaints. West Midlands UK Recruitment - job offers

Job title: Customer Resolution Team Manager- Complaints.

Job description:
Job title: Customer Resolution Team Manager Department: Resolution Centre/Service Excellence Location: Coventry Summary The UK’s fastest growing and largest independent energy supplier is seeking a Team Manager with experience in Complaints Resolution to join their expanding team. First Utility is committed to helping customers reduce their energy bills through the use of innovative technology, by offering cheaper tariffs and  campaigning for industry change. This opening comes at an exciting stage and offers a fantastic opportunity for you to be part of a team hungry to make a difference. We are the ‘ Growing Business Awards’ Growing Business of the Year 2014 and the only energy company to have been listed in the fast track 100 for four consecutive years Role overview In this role you will be responsible for the day to day management of one of our Complaints teams. You will be required to use your initiative, problem solving and analytical skills to assist the team in resolving their queries as quickly and efficiently as possible. We require a strong high performing individual who has vast knowledge of the key business areas and products that we offer. The ideal candidate will have vast knowledge of the Energy Industry and a strong Complaints background with proven experience in this area. Areas of specific responsibility Day to day management of the team including setting objectives and supporting the team to deliver their individual objectives and the overall team objective. Promote, plan and execute a comprehensive knowledge up-skilling programme, extending individual Complaint handlers capability and knowledge by identifying their key areas of support through Coaching sessions. Managing escalated complaints as first point of escalation from your team Ensure consistency of service to manage expectations and service SLA in accordance with our Supply Licence Conditions Root cause analysis to prevent complaints and review key processes Accountable for proactively driving the performance of a Customer Resolution Team to consistently meet and exceed set daily, weekly and monthly service targets Responsible for achieving set quality targets on a monthly basis and driving incremental improvements in service delivery standards month on month. Accountable for ensuring all back office tasks are completed within service level agreements and where possible processes are improved, automated or eradicated Ensure that an effective communication strategy is developed and implemented. Work on and consciously develops strong working relationships with key stakeholder’s, allowing you to leverage and deliver help and support when required. Work closely with the Planning & Performance Manager to ensure that resource levels and forecasted volumes are both accurate, cost efficient and well communicated. The desirable candidate will have Confident team management skills with the ability to enable direct and indirect reports to succeed and to provide full reporting on activity and achievement Broad experience and expertise in Complaints Management within other customer centric organisations Significant evidence of proven delivery of excellent customer service improvements, results and outputs Experienced coaching and mentoring skills Significant experience in managing and improving escalation or complaints processes Excellent presentation and communication skills Strong evidence of tenacity to drive change through to conclusion Resilience in the face of criticism and feedback Will go out of their way to support others when there are exceptional circumstances, even to the detriment of own resources or objectives Show a united front to their team and peer group, where there is a disagreement in viewpoint Regularly demonstrates the ability to pre-empt potential customer problems and issues before they escalate Regularly reviews customer feedback and management information in order to improve performance Evide

Employer Name: UK Recruitment

Form of contact: Recruiter

Job short description: Mining managers

Country: United Kingdom

Region: West Midlands

Contract duration: Permanent

Contract type: Full time

Source of job offer:
Department for Work and Pensions, Public Employment Services, United Kingdom

How to apply: Other - see free text

Salary currency: GBP

Salary period: Monthly


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