London Head Office, 3rd Floor, The Aspect, 12 Finsbury Square, London, London, EC2A 1AS
£35,000 per annum
3rd December 2018
14th December 2018
ABOUT THE ROLE
As a Customer Service Manager at Barchester, you’ll provide polite, empathetic help and support to our customers. Specifically, you’ll ensure feedback, concerns and queries are resolved efficiently and effectively over the phone as well as via email, social media and letters. You’ll work with colleagues across the UK business and key stakeholders to resolve issues. Along the way, we’ll need you to keep accurate records of all your discussions and correspondence, and to provide robust reporting that will give our service levels transparency and drive improvements wherever they’re needed.
This is a high-profile role that will see you managing two Customer Service Executives and developing clear issue-resolution procedures. One of your key responsibilities as our Customer Service Manager will be acting as a conduit between our General Counsel, Loss Adjusters and Legal Advisors to support the preparation of statements and reports. Your role will also involve reviewing the progress of caseloads, allocating new investigations and reviews, and quality checking our responses to ensure they’re fair, accurate, detailed, appropriate, of a high standard and aligned to our organisational values. You’ll make any amends you deem to be necessary as well as feeding back to the team members who created the responses to support their ongoing development.
To join us as a Customer Service Manager, you should have experience of complaints handling along with strong database management and Excel abilities. Excellent communication and relationship-building skills are a must and you’ll be highly organised with excellent attention to detail and the ability to analyse and solve problems, meet targets and present data. You’ll also need to bring a good understanding of customer experience, and you’ll be happy to use your initiative, prioritise workloads and work under pressure. Quality and customer-focused, your empathetic nature means you’ll apply tact and diplomacy in every situation.
As well as a competitive salary, we can offer you impressive benefits which would include: a bonus, contribution pension scheme, and free training and development. You’ll have plenty of opportunity to grow your career in a large organisation with a warm and supportive environment.
If you’d like to use your management experience and people skills in an organisation that provides the quality care you’d expect for your loved ones, this is an empowering and rewarding place to be.