Service Improvement Manager Complaints Strategy

Hays Specialist Recruitment Limited
35000.00 GBP Annual
18 Jul 2017
15 Aug 2017
Contract Type
Full Time

Service Improvement Manager, Complaints, London, GBP35,000, Immediate Start!

Our client, a leading Insurance Provider with over 1 million customers worldwide, are looking to recruit a Service Improvement Manager to join their 500-seat London office. With over 2,500 employees nationally, our client offer an unrivalled service and are extremely well-known in their field. This is an excellent opportunity to join a fantastic company!

Our client offer insurance/warranty services for a range of products, and have been established for a number of years. Due to their continued growth and recent strategy restructure, they are now actively seeking a Service Improvement Manager to join their London-based team. In a nutshell, your responsibilities will include:

  • Examining the current customer repair experience and utilising own experience to create and implement solutions
  • Improving customer experience and reducing complaint levels
  • Managing key client accounts
  • Utilising data and MI to present to stakeholders, gaining buy-in for own vision and strategies
  • Regularly visiting both company and outsourced contact centres (within the UK) to work alongside complaints teams
  • Overseeing the client complaint reduction plan, adding initiatives and actions when required
  • Working alongside the Service Operations Manager to guide, coach and mentor junior team members to ensure optimum performance
  • Suggesting and driving through operational improvements to reduce complaint claims

    In order to be considered for the position, it is ESSENTIAL that you have the following:
  • Experience in managing service improvement (within the Insurance sector not necessary, but advantageous)
  • Experience in leading strategic projects
  • Experience in dealing with suppliers and 3rd parties
  • Dynamic, forward-thinking self-starter (positive, enthusiastic attitude!)
  • Previous experience in focusing on the customer journey
  • Passionate about delivering an exceptional customer service
  • Exceptional stakeholder management skills

    Our client are looking to move very quickly on this role, so any interested candidates are urged to apply at their earliest convenience!

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