Hays are looking for a Customer Liaison Manager for a claims management company based in the Northampton.38.5 p/wk, Monday to Friday and one in 4 Saturdays (8.30- 12.30)
Claims Management or Insracne preferred
1. Ensuring that all customer complaints are thoroughly and fairly investigated within agreed service standards, you will ensure complaints are effectively managed, working with other teams to turn insight into action where necessary.
2. Development and implementation of a framework for effective complaint management.
3. Implementation and delivery of complaints strategies and policies across the business.
4. Ensuring that all departmental communication is of the highest standard, with the correct choice of communication channel.
5. Reviewing and improving templates and ensuring staff are fully trained and competent to perform their duties.
6. Ensuring the team are 'asking the right questions, in the right way, to get the right answer professionally' to resolve complaints efficiently and effectively.
7. Ensuring that customer service guidelines are embedded throughout the organisation in conjunction with departmental managers and with clients/customers.
8. Identifying, through continuous improvement and customer feedback, potential company training requirements and making recommendations to improve customer service and assist in the reduction of repeat failures.
9. Acting as a point of escalation for complain...