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Liaison manager

4556178
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  • Job type

    Permanent

  • Location

    Birmingham

  • Working Pattern

    Full-time

  • Specialism

    Call Centre Operations And Management

  • Industry

    Insurance

  • Pay

    40000
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Customer Liaison manager - Permanent

Hays are looking for a Customer Liaison Manager for a claims management company based in the Midlands.
38.5 p/wk, Monday to Friday and one in 4 Saturdays (8.30- 12.30)

  • Ensuring that all customer complaints are thoroughly and fairly investigated within agreed service standards, you will ensure complaints are effectively managed, working with other teams to turn insight into action where necessary.
  • Development and implementation of a framework for effective complaint management.
  • Implementation and delivery of complaints strategies and policies across the business.
  • Ensuring that all departmental communication is of the highest standard, with the correct choice of communication channel.
  • Reviewing and improving templates and ensuring staff are fully trained and competent to perform their duties.
  • Ensuring the team are ‘asking the right questions, in the right way, to get the right answer professionally’ to resolve complaints efficiently and effectively.
  • Ensuring that customer service guidelines are embedded throughout the organisation in conjunction with departmental managers and with clients/customers.
  • Identifying, through continuous improvement and customer feedback, potential company training requirements and making recommendations to improve customer service and assist in the reduction of repeat failures.
  • Acting as a point of escalation for complaint handling decisions outside the standard process.
  • Ensuring that departmental complaint activity is undertaken within client, internal and regulatory timescales.
  • Carrying out root cause analysis of complaints and customer feedback and making recommendations for process improvement across the organisation.
  • Generating departmental reports and analyse KPIs for performance improvement.
  • Always promoting data security in and outside business, with strict adherence to DPA, GDPR and information security standards.
  • Managing responses to Subject Access Requests (SAR) in line with regulatory requirements.
  • Developing, improving and maintaining open and productive relationships with internal/external customers.
  • Undertaking regular meetings with stakeholders focusing and supporting the day-day pressures of the department.
  • Managing, developing, and motivating the customer liaison team to ensure performance, conduct, training and HR requirements are managed accordingly.
  • Operating as part of the management team, working to improve service provision, departmental infrastructure, resources, systems, standards, and processes across the organisation.
  • Completing duties as required from time to time by the Senior Management Team and Directors.