Case Manager (Service Recovery)

Provide the highest levels of customer satisfaction and service at each customer contact, regardless of source

Own a customer contact from receipt through to resolution, ensuring promised actions are completed and the customer is kept up to date at all times. Striving for “one and done”

Act as the customer champion, liaising with stakeholders to get to the right resolution quickly.

Bump up cases to a Manager where it doesn’t feel right

Strive for telephone resolution

Ensure systems notes and records are updated in line with regulatory requirements

Take escalated cases at stage 2/step 2 of the complaints process preventing the need for the customer to escalate their complaint to our regulator

Identify business improvement opportunities and provide feedback and support to case owners on repeat contacts

Carry out closure calls on contacts to ensure the customer is happy with our resolution

Contact customers who have been identified as requiring a proactive contact

Excellent communication skills – written and verbal

Confident, assertive and proactive when dealing with customers and colleagues

Tenacious, Resilience and Negotiation skills

Working experience of Microsoft office applications

Ability to deal professionally with internal and external colleagues across all levels

Manage own workload and work under own initiative and to strict deadlines

Understand and work within regulatory rules for handling written and telephone contacts

Ability to work as a team to deliver high performance

This role may not be eligible for the visa sponsorship

A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays

A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover

Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements

A comprehensive healthcare plan through our company-funded scheme

MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions

Best Doctors

Salary Finance

Wealth at Work courses

Deals and discounts

EVolve Car Scheme

Employee Assistance Plan

Mental health first aiders

ShareBuy

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