CUSTOMER RELATIONS COORDINATOR – Maternity Cover 9-12 months

LOCATION: Hybrid, remote and head office in Bournemouth

SALARY: Offering a competitive salary, plus company bonus and benefits

HOURS: Full time

About the role

At McCarthy Stone, we champion the wellbeing, and happiness of older people in society. We do this by creating communities which engender a sense of belonging, independence, and peace of mind.

The Customer Relations Team work in partnership with divisional & regional teams and across the organisation and with a variety of stakeholders and subject matter experts (SMEs) to deliver and influence others to deliver brilliant service recovery for our customers.

Operating within a small team of Customer Relations Managers, responsible for the investigation, management, and resolution of complaint cases. The role holder will take a cradle to grave approach, providing responses within our SLAs and quality standards; in turn delivering a consistently great customer experience turning our customers into advocates for our brand.

Key Responsibilities

• Maintain the Customer Relations inbox ensuring correspondence is acknowledged within 1 working day. Direct customer contact as appropriate, ensuring the customer is kept up to date.
• Distribution and allocation of cases to the Divisional Customer Relations Managers.
• Ensure cases are logged and resolved in a timely manner and an 'on brand’ outcome is consistently delivered demonstrating empathy & ownership of the issues raised.
• Oversee that all customer complaints are managed in accordance with policy, procedures & regulatory standards.
• Ensure all correspondence is dealt with appropriately and saved to the correct case files.
• Ensure individual productivity and quality targets are achieved and maintained.
• Work independently and as part of a small team, sharing knowledge and best practice.
• Support the implementation, embedding and evolution of the Customer Engagement framework to drive consistently good customer outcomes.
• Represent and become the voice of the customer.
• Support the Customer Engagement Director in the delivery of a complaints root cause analysis framework to drive positive business change to enhance the end-to-end customer experience.
• Ensure all complaints communication is clear, sets expectations and is 'on brand’.
• Manage the divisional SLT Ambassador programme to ensure consistency and relevance for success.
• Attend regular Communication Champions meetings as well as weekly meetings with the CEO and MD’s Executive Assistants.
• Ensure that the Customer Engagement Intranet page is kept up to date with relevant information for easy access for the business.
• Keep all documents in the Customer Relations team up to date.
• Manage a positive relationship with the Ombudsman services and internal stakeholders, manage cases through to resolution.
• Provide support to the Customer Relations Managers when needed in investigations into the issues raised by customers, working with stakeholders and subject matter experts.
• Monitor and respond to Trustpilot posts.

Person Specification:

• Highly organised.
• Ability to demonstrate customer empathy and understanding
• Ability to lead a meeting, build effective relationships and work effectively in a small team & stakeholders.
• Takes responsibility to drive actions and engages stakeholders to provide relevant information.
• Excellent communication skills both written and verbal; ability to turn sometimes complex information into simple easy to understand language.
• Excellent record keeping with accuracy and attention to detail.
• Resilient with a positive attitude and approach.
• Efficient organisational and data management skills.
• Experience of customer service and administration experience is advantageous.
• Has a tenacious approach to problem solving and case resolution.
• Good working knowledge of Microsoft Word and Outlook.
• Ability to multitask, prioritise and work to deadlines.
• Driven and proactive approach to problem solving.

Apply Today!

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