Customer Relations Manager

Dart Recruitment
Swansea (Abertawe)
Market related
07 Jun 2017
23 Jun 2017
Our client is a prestigious insurance provider, known for recognising skills and encouraging career progression. We are excited to be working with them to recruit a Customer Relations Manager into a permanent role on the outskirts of Swansea. Purpose To provide leadership, direction, management and control of the Customer Relations Team. Responsible for all aspects of operational performance with particular focus on; - Service delivery - Expense management - Indemnity cost control - Quality and compliance with regulatory and internal policy and process guidelines To handle complex complaints and those addressed to members of the executive and ombudsman. Key Responsibilities Manage the performance delivery of the Customer Relations Team Plan, organise and control resourcing requirements Continually enhance the performance and productivity of the Customer Relations Team Continually identify, plan, and fulfil employee development activity Proactively identify and address poor performance issues. Guide the business to ensure that all complaints are recorded and reported. To actively handle complex complaints including those of an executive or Ombudsman level. Investigate the underlying cause of complaints and trends, making recommendations for improvements to systems and/or training requirements. Direct policy, review and control spend relating to compensation payments. Ensure that complaints handling procedures are aligned to regulatory requirements, best practice, are kept up to date and are available to the appropriate staff. Work closely with the business, providing management reports on customer outcomes, regulatory adherence, case study reviews, and support the business in making appropriate improvements. Ensure that audits are undertaken in relation to complaints management Oversight of complaints management in relation to supplier and outsourcing activities. To create and maintain a log of complaints. Product & Technical Knowledge Demonstrated experience of working in managerial roles with solid capabilities in departmental resource planning and driving improvement initiatives to increase department performance and capability. Proven ability in performance management and performance improvement of individuals and managers. Significant experience working in a customer facing environment preferably with experience of claims handling, predominately motor. Extensive knowledge of regulatory complaint processes and reporting requirements. Good understanding of regulatory Conduct Standards and TCF requirements. Excellent knowledge of regulatory decisions and precedents. Good understanding of Data Protection requirements. FULL JOB DESCRIPTION AVAILABLE UPON REQUEST This job was originally posted as