Customer Relations Manager Bournemouth, England
Job description
DIVISIONAL CUSTOMER RELATIONS MANAGER
LOCATION: Hybrid, remote with occasional travel to head office in Bournemouth
SALARY: Offering a competitive salary, plus company bonus and benefits
HOURS: 37 hours per week
Do you take pride in delivering excellent customer service?
Do you get satisfaction from a role that involves multi-tasking and finding solutions?
Do you enjoy working with your own caseload whilst being part of a successful team?
At McCarthy Stone, we champion the wellbeing, and happiness of older people in society. We do this by creating communities which engender a sense of belonging, independence, and peace of mind.
The Customer Relations Team work in partnership with divisional & regional teams and across the organisation and with a variety of stakeholders and subject matter experts (SMEs) to deliver and influence others to deliver brilliant service recovery for our customers.
Operating within a small team of Customer Relations Managers, responsible for the investigation, management, and resolution of complaint cases. The role holder will take a 'cradle to grave' approach, providing responses within our SLAs and quality standards; in turn delivering a consistently great customer experience turning our customers into advocates for our brand.
Key Responsibilities of our Customer Relations Manager
- Ensure cases are resolved in a timely manner and an 'on brand’ outcome is consistently delivered demonstrating empathy & ownership of the issues raised.
- Ensure that all customer complaints are managed in accordance with policy, procedures & regulatory standards.
- Lead investigations into the issues raised by customers, working with stakeholders and subject matter experts.
- Ensure individual productivity and quality targets are achieved and maintained.
- Work independently and as part of a small team, sharing knowledge and best practice.
- Support the implementation, embedding and evolution of the Customer Engagement framework to drive consistently good customer outcomes.
- Represent and become the voice of the customer.
- Support the Head of Customer Relations in the delivery of a complaints root cause analysis framework to drive positive business change to enhance the end to end customer experience.
- Ensure all complaints communication is clear, sets expectations and is 'on brand’.
- Manage the divisional SLT Ambassador Cases.
Person Specification:
- Previous case management experience is essential
- Ability to demonstrate customer empathy and understanding
- Ability to lead a meeting, build effective relationships and work effectively in a small team & stakeholders
- Takes responsibility to drive actions and engages stakeholders to provide relevant information
- Excellent communication skills both written and verbal; ability to turn sometimes complex information into simple easy to understand language
- Excellent record keeping with accuracy and attention to detail
- Resilient with a positive attitude and approach
- Has a tenacious approach to problem solving and case resolution.
- Good working knowledge of Microsoft Word and Outlook
Could our Customer Relations Manager be the perfect job for you? Apply now! All applications will be reviewed as soon as they are received, and we hold the right to appoint before the closing date.
McCarthy Stone is officially recognised as a ‘Great Place to Work!’ We celebrate diversity and promote equality and inclusion amongst our colleagues. We welcome applications from all, regardless of personal characteristics or background.
As the UK’s leading developer and manager of retirement communities, we provide high quality homes to exacting specifications. As of November 2021, McCarthy Stone operates 475 developments across the UK for more than 20,000 people.
We believe in championing the role, wellbeing and happiness of older people in society. We help our customers have a better later life, so they feel more connected, recognised and valued than ever. In late 2020 we launched the McCarthy Stone Charitable Foundation to support local causes that help older people in need across Britain.
We are proud to have been certified as a Great Place to Work 2022 as well as making the Great Place to Work Wellbeing list!
