Complaints Manager/Escalation Lead

An excellent opportunity has arisen for a Complaints and Escalations Lead within a governmental body.

Reporting to the Customer & Member Enquiries Manager, the post holder will take the lead role in complaints handling and resolution, embedding the principles of good complaint handling in Customer Services and ensuring that services are improved as a result of customer feedback.
The post holder will be responsible for holding complex cases, and seeing them through to resolution. This role will involve heavy liaison with multiple channels and functions, often liaising with senior management and key stakeholders to ensure timely and effective complaint resolution. Excellent customer service and communication skills are essential.

They will provide professional leadership and consultancy in relation to the handling of customer feedback and the delivery of person centred complaints handling and make informed judgements about complex issues and cases, demonstrating innovation in resolving customer dissatisfaction with services.

Responsibilities:
*Understand concerns and manage expectations or resolve issues.
*Have empathy with the customer and understand what the customer is complaining about.
*Work closely with the Service Manager, Customer Liaison Officers and the wider service to understand and analyse the quality of the service, identifying and recommending opportunities for the maximisation of service improvement whilst minimising risk.
*Actively contribute to the wider work of the team.

Knowledge, Skills and Experience
*Strong evidence of customer care and proven experience.
*Ideally would have complaints management experience within regulatory, governmental or Financial services institutions
*Worked with multiple stakeholders
*Public sector or financial services experience ideal but not essential
*An ability to communicate clearly and persuasively both orally and in writing to a wide range of different individuals and groups with particular reference to negotiating skills.
*Ability to lead creatively and effectively, including the ability to design and manage a range of complex situations and issues
*Evidence of continuous professional development
*Ability to collect process and analyse data using basic statistical skills
*Ability to prepare considered, succinct and well presented written work

Allegis Group Limited and Aston Carter Limited operate Employment Businesses and Agencies and are companies within the Allegis Group Inc. group of companies, the fourth largest staffing company in the world, (collectively referred to as the "Allegis Group"). TEKsystems and Aerotek are divisions of Allegis Group Limited. Applicant data will be treated in accordance with the Allegis Group's Privacy Notice ). By submitting personal data to any company or division within the Allegis Group, the applicant is providing explicit consent to the use of such data by the Allegis Group and to the transfer of such data to and from the Allegis Group companies within the UK, Europe and outside the European Economic Area in connection with the fulfilment of the applicant's voluntary requests, and the fulfilment of other job opportunities that match the applicant's profile, and confirms that they may be contacted about such job opportunities.