Customer Services Account Manager (complaints team)

Posted Yesterday by Reed
My client, a leading not-for-profit organisation based in London SE1, is looking for a Customer Service Manager (escalated complaints) to join their Customer Solutions Team. This company is the UK’s largest vehicle leasing organisation, and offers worry-free motoring solutions to over half a million customers. 

This organisation has been voted in the Sunday Times Top 100 Best Companies to work for, and offers an excellent range of benefits.

This organisation has a strong focus on the highest levels of customer service, and a high performance culture. Customer requirements are treated on an individual basis. Successful applicants will need to demonstrate an aptitude for problem-solving and decision making.

Salary is £31,837 per annum, plus bonus.

This job is a great blend of customer service, and resolution of complaints / more complex queries. The role will be divided between dealing directly with customers, and investigating their concerns. The aim is to reach a fair outcome, balancing customer needs and business considerations. You will undertake fair, consistent, prompt and thorough investigations in accordance with company guidance, and complaint handling rules.

Key Accountabilities

Taking ownership of caseload and liaising with internal and external stakeholders / partners where appropriate
Reviewing information and evidence from internal/external sources and from the customer in order to make a balanced judgement / decision – minimising current or future risk to the customer/scheme
Negotiate with internal and external stakeholders / partners in order to reach appropriate solutions ensuring fair outcome for customers
Managing workload by accurately reporting and logging all cases and actions through business software in order to support root cause analysis work and regulatory reporting requirements

Personal Attributes

Confident communicator - able to communicate difficult decisions
Customer Focused
Able to build strong relationships
Confident - able to ‘say no’ where appropriate
Well organised
Able to manage workloads and meet deadlines
Resilient and calm under pressure
Delivers results
Problem solver
Decision maker

Interested? Please either apply online, and/or send your CV to

Reed Specialist Recruitment Limited is an employment agency and employment business

Application questions

Do you have experience of complaint handling?
Do you have senior level customer service experience?
Do you have case management experience?

Reference: 34453015

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