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CRT Manager

Posted 21 February by P & S Personnel Easy Apply Ended

P+S Personnel are pleased to be working on behalf of our clients, who are currently seeking a CRT Manager to join their team based in Castle Donnington.

To be responsible for delivering outstanding customer service through leadership of the CRT team, driving process efficiencies and consistently achieve a high level of completion of complaints using technical expertise. To support the vision and values of the business.

Role Duties:

  • Ensure all members of the team fully trained to the highest standards to carry out their roles at all times.
  • Leads by example in all areas of people management
  • Sets clear goals and objectives for the team in order to deliver business goals
  • Be responsible for all aspects of people management in the CRT team
  • Work with and leads the team to eliminate service failures and resolve complaints within agreed timescales.
  • Conduct quality assurance checks on standards of complaints correspondence and handling
  • Use complaints best practice and ombudsman recommendations to improve future service delivery and liaise with the management team regarding any potential areas for service reviews to take place.
  • Ensure deliverable outcomes are achieved
  • Ensure that the complaints and compensation systems, policies and procedures are fit for-purpose, make recommendations for improvements and ensure that any changes deemed necessary by the business are implemented
  • Use initiative to deliver a positive transformation in complaint handling and continuous service improvement
  • Provide detailed analysis including feedback and recommendations when required
  • Consistently reviews process to look at efficiencies and works to drive cost savings in the complaints process
  • Proactively analyse service data and work with the team to develop action plans to drive positive change
  • Produce weekly, monthly and quarterly complaints performance reports, update complaints KPI’s and provide reports for senior management and Board
  • Effectively utilise the Complaint Management System and local trackers to ensure full transparency and accuracy of MI relating to complaints
  • Provide feedback to Operational Managers and their teams on opportunities for process improvement. Identify learning and development needs of staff through analysis of complaints or customer insight surveys.
  • Effectively deals with difficult and challenging situations
  • Build and maintain strong network of contacts across the business to grow own knowledge and seek out support as required
  • Build and maintain strong relationships with key client contacts


  • Previous experience in complaints and regulatory requirement
  • Strong analytical and customer service skills
  • Strong communication skills - both written and verbal
  • Excellent attention to detail and problem-solving skills
  • Excellent time management, motivational and decision-making skills
  • Self- motivated and focused on continuous professional development
  • Can demonstrate ability to deliver against business needs
  • Proven track record of regularly adopting a pro-active approach to customer service and process management
  • Excellent experience of making strong business decisions
  • Previous experience of actively managing and reducing compliance breaches
  • Proven ability to handle conflict and manage resolution

If this is a position you are interested in, please apply online ensuring your CV is up to date.

Required skills

  • Customer Service

Reference: 34526918

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