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Customer Resolution Team Leader

Location: Leatherhead

Job type: Full time (Office based) Monday - Friday (9-5)

Salary: up to £33000 - £35000 pa (+ 8% annual company performance bonus)

Great benefits including 26 days holiday + bank holidays, modern offices, free onsite parking, pension, regular pay reviews and annual company performance bonus.

Core areas of responsibility:

* Complaints Frameworks

* Root Cause Analysis (RCA)

* Social Media

* Ombudsman-level complaints

* Reporting & training

The Role

* Investigating complaints

* Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media

* Supporting Root Cause Analysis

* Coaching & developing

* Pro-actively managing complaints received via social media platforms

* Complaints reporting

* Complaint handling training

* Dealing with customer complaints

* Delivering complaints reporting & analysis

* Demonstrating and developing a sound knowledge of external regulations

* Building strong relationships

* Collating and delivering performance data

* Demonstrating ownership of core processes

* Accountability for personal development

* Maintaining a strong team brand image

Person Specification

* Excellent communication skills across a variety of channels

* Full working knowledge of Microsoft Office

* Numeracy & grammatical skills

* Flexible & adaptable approach to working

* Accuracy & attention to detail

* Comfortable working in a team environment

* Strong organisational skills

* Experience of working in a KPI-driven environment

* Competent in managing customer complaints & escalations

* Experience producing management information and reports