To head up the small Customer Relations team, this post is about reviewing & challenging the value of the work currently undertaken to enable the requirements for the future to be better defined. The role will focus primarily on understanding how the organisation wishes to respond to the comments and complaints that customers make to GMPTE and implement a more customer focused way of working.
Process improvements, tracking complaints, standards of written response, response times to complaints, technology improvements and improved interpretation of data and management reporting are all areas that require short term significant improvement. A strong, customer focused change manager is therefore required to challenge and drive forward more effective ways of working across the organisation.
Letters, emails and telephone complaints are made by members of the public, Councillors and MPs. Often GMPTE is only able to influence an issue as the organisation does not have direct control over the complaint – the majority of complaints are about standards of service provided by third party operators or issues that GMPTE does not have sufficient budget to address.
This role will be instrumental in working out how the organisation wishes to evolve from managing a small, basic complaints processing function to delivering a focused customer relations role which delivers a more robust, intuitive approach to managing and acting upon feedback within the business.
Person Specification
Customer Relations Manager
The key experience required for this post include:-
·Experience of delivering measurable improvements within a senior customer relations role is essential ;
·Ability to challenge working practices, change attitudes and positively introduce new, more effective ways of working;
·Ability to effectively manage, develop & coach staff and introduce changes in a positive manner;
·Experience of managing performance of staff, through the use of regular work programmes, performance reviews and continuous feedback;.
·Strong background in corporate customer relationship management
·Ability to manage conflicting deadlines, work under pressure and deliver consistent results over time;
·Politically astute, can understand when to escalate issues
·Abililty to devise and implement key performance indicators to measure the performance of the operational teams and report up to Chief Executive level on a weekly basis;
·Significant experience of writing complex complaint responses in a customer focused manner, using plain English standards and positive tone;
·Experience of developing and implementing revised procedures to meet business objectives
·Experience of managing and validating complex data sets;
·IT literate, ability to specify the user requirements of any future IT systems for the team
·Ability to analyse data on complaints, write and present complex technical reports to a range of different audiences (Members, Directors, Operators, Districts etc)
·Excellent communication skills, ability to negotiate and influence others, politically astute – will need to work with the Union and Senior Management to implement changes;
·Team player with clear leadership qualities.
Eden Brown is committed to equality in the workplace and is an equal opportunity employer.
Eden Brown Ltd is acting as an Employment Business in relation to this vacancy.
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