Customer Care Manager

at  CESL

CUSTOMER CARE MANAGER

Hours: 37.5 hours per week
Shifts: Between 8am and 5pm Monday to Friday
Reporting to: Director of ACHEO & Compliance

• Managing the Customer Care team and overseeing the departments processes
• Maintaining accuracy of departments procedure and process guides
• Developing and delivering ad-hoc training sessions to team members to maintain knowledge in all key areas
• Undertaking quality assurance and maintaining Skills Matrix
• Monitoring resources and creating, implementing, and maintaining management metrics
• Providing the board with regular updates
• Identifying resource and system requirements and producing a business case for implementation
• Reviewing and validating all refund forms prior to approval by Director
• Reporting any potential litigation action against the company to our insurers and escalating to Compliance Director
• Liaising with insurers and solicitors should litigation move forwards
• Ensuring that complaints are fully and accurately logged Allocating work to ensure all priorities and deadlines are met
• Ensuring service levels are met and maintained
• Overseeing complaint data gathering and investigation to facilitate efficient resolution of complaints; liaise with other departments and be point of contact for cross department information sharing
• Approving written responses to complex complaints ensuring a thorough and accurate response is sent
• Ensuring Director of Enforcement is aware of all complaints made against Enforcement Agents for which they are responsible and provide feedback to the Enforcement Agent
• Reporting on significant complaint trends
• Such duties as directed by a Head of or Director as may, from time to time, be reasonably required
• Managing people, including absence, performance, and conduc