Customer Relations Manager

Customer Relations Manager/Complaints Manager
Salary: £44,108.95 P/A plus fantastic benefits!
  
Hours: Core Working Hours (37.5 per week)
Hybrid – 2 days in the office and 3 at home.
Location: Bracknell.
 
Dynamite Recruitment is currently seeking an enthusiastic and organised Customer Relations Manager to join a successful company, due to growth.
The duties of the Customer Relations Manager/Complaints Manager will be:
Managing a small, specialist team that oversee complaints resolution.
Handle escalated complaints with professionalism, implementing the highest standard of customer service.
Use specialist technology to assist with resolving complaints and queries.
Reporting complaint reviews to the team, to ensure development and reduce escalations in the future.
Provide training to the team, encourage progression and developing within the business.
Have advanced knowledge of procedures in place, as well as the Housing Ombudsman code.
Travel to other branches to implement experience, feedback and training within other teams.
Coordinate responses with government officials, environmental health, and other agencies to building lasting professional relationships.
Liaise with senior management regarding higher escalations.
Analyse feedback to continuously reduce further complaints.
Work collaboratively with other internal departments.
Maintain relevant procedures and operations with senior staff members. Experience required:
Experience within housing administrative desired but not essential.
Advanced customer service/complaints skill.
Must be approaching, authoritative and confident communicating with customers.  
Clear written and oral communication skills.
Advanced administrative and IT skills.
Experience of leading a complaints team.
Strong, evident experience of analytical skills.
Well-organised, self-disciplined manner.
Flexible and adaptable to change.
Be a strong decision maker, remaining calm when using integrity. If this sounds like your next role, please contact us as soon as possible on (phone number removed), and ask for Molly, Sabrina, or Fran.
INDB