CUSTOMER EXPERIENCE MANAGER

Job Description

Purpose of the role:The Customer Experience Manager plays a vital role within the organization, providing a key point of contact for complainants and stakeholders. The post holder will develop good working relationships with complainants, providing them with clear support and guidance as needed, and facilitate handling of their complaint to ensure that, using information provided by the division following investigation, their questions and concerns are adequately addressed.To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers.The Customer Experience Manager will continually review the systems in place to improve the efficiency of the service and the learning from complaints. Under the guidance of the management, the job holder will identify potential/actual risks associated with complaints and liaise with appropriate staff.The post is suitable for someone with experience in complaints handling and/or experience of working in a problem-solving customer service role. They must also be able to get on with people at all levels of the organization, including working with Senior Management and complainants who may be distressed or frustrated.Key Areas of Responsibilities:

• Ensure the accurate recording, tracking, monitoring, statutory reporting, and analysis of all complaints.
• Ensure that they investigate complaints thoroughly within a timely fashion, communicating respectfully and empathetically with complainants and service within agreed timescales.
• Be proactive in the development and implementation of corporate policies to improve customer satisfaction.
• Manage initiatives to implement recommendations arising from complaints investigation or to improve complaints handling.
• Help to maintain the case management system and flag any system changes that may be required to improve service delivery.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused towards that mission.
• Develop service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Keep ahead of industry?s developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.

(1) To investigate, recommend action and respond to complaints on behalf of the Management?Investigate complaints including reviewing and assessing documents, telephone contact with complainants and advocates.?The post holder will use initiative and discretion in their day to day working as they may deal with sensitive or contentious issues such alleged negligence and be speaking with complainants who may be angry or upset.?Using appropriate methods to investigate sensitive complaints, including mediation.?Analyzing information provided and obtained during an investigation and assessing it in determining the validity of a complaint.?Drafting a response letter or report that addresses all the issues raised by the complainant and presenting complex arguments comprehensively and clearly.?Review information received from divisional staff carrying out the complaints investigation to ensure that evidence of lessons learned has been included.?Responsible for keeping up to date with changes to procedures and processes on a regular basis.?Monitor the number of follow up complaints received in relation to caseload.?To ensure that good office practice is maintained. Specifically, to systematically monitor the speed with which investigations are progressing.?To be responsible for monitoring the implementation of policy changes tha arise from the analysis of complaints.(2) To be proactive in the development and implementation of corporate policies to improve customer satisfaction

• Ensuring that every customer receives a positive customer experience on every contact.
• In response to customer feedback or on a proactive basis, engage with customers in order to improve the customer experience through continuous business improvement.
• To advise and liaise with other Local Authorities and external bodies on good practice and development on complaints handling.

(3) To ensure the accurate recording, tracking, monitoring, statutory reporting and analysis of all complaints

• Monitoring the implementation of the complaint?s decision, remedy, and recommendations on service delivery at all times.
• Recording, tracking, and monitoring complaints across all stages and procedure
• The post-holder must at all times carry out his/her duties within Customer Care policies.

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