We are seeking to recruit a pro-active, experienced Customer Care Manager, who will lead our client's Customer Care Team. This is a temporary contract for a 1 year period, with a hybrid working model.
The Consumer Care Manger will be a proven leader with superb communication and organisational skills. They will also proactively shape, develop and deliver on both operational requirements and identified strategic Consumer Care programmes. The successful candidate will work across the following areas:
Daily Operational Management
> Proactive operational management, measurement and reporting
> Lead a team to ensure that Consumer function assists and supports consumers and business users
> Engage with service providers to highlight trends and where service providers need to address relevant consumer issues.
> Drive root cause analysis and resolution of escalated consumer queries/complaints with outsourced partner and service providers
> Manage outsourced partner and other suppliers
Strategic Management and Programmes
> Identify and execute strategic Consumer Care programmes, from inception to execution and successfully transition into daily operational management
> Manage Consumer Care budget and resource planning
Stakeholder management
> Engage with service providers to take appropriate actions to resolve or prevent consumer issues through root cause analysis
> Engage and communicate with external and internal stakeholders on consumer care matters.
> Manage external providers of services as appropriate.
Qualifications and Experience:
Essential
> Degree in business or other relevant area. Applicants who have equivalent relevant experience will also be considered.
> Committed to driving a best-in-class consumer experience
> Demonstrable management experience in a customer care function
> Ability to manage outsourced providers and manage agreed SLA’s.
> Experience in developing and implementing strategies in respect of a consumer care function
> Proven organisational and project management skills with a track record of achievement in successfully implementing complex projects
> Demonstrable ability to manage workload and prioritise work based on business needs.
> Confident and articulate with proven ability to communicate courteously and professionally.
> Experience of building collaboration focused relationships across the internal and external environment seeking opportunities to understand and work with others to achieve collective goals
> Continuous improvement mindset
> Strong attention to detail
> Working understanding of data analytics
Desirable
> Public Sector and/or regulatory experience
> Familiarity with procurement processes
> Knowledge of GDPR and FOI legislation