This position is no longer open for applications

Main purpose / scope of the role

This is a pivotal role, leading the Complaints team within the Customer Engagement department.  The aim is to provide timely, accurate and empathetic responses to our varied customer base and communicate trend analysis to our internal colleagues.  The post holder with be expected to understand our customers’ requirements, exceeding their expectations and to lead Complaint Handlers to do the same.

The person in this role will need to build relationships with colleagues across all areas of the company and actively promote the importance of complaint recording. The person will be required to share complaint analysis and best practice at regional and directorate meetings and work closely with key stakeholders. Collaboration with the wider business is a key factor to the role as we strive to influence improved customer engagement.

Key responsibilities

• Manage the day to day operation of the Complaints Team, providing Complaint ownership from first contact through to resolution, calling on the business resolver groups as appropriate
• Maintain the Complaint process documents, reviewing them for efficiencies and proposing improvements to processes
• Maintain and update the Complaints training documents capturing recent and relevant themes
• Work with the Principal Customer Engagement manager to set objectives for team members, carrying out regular 1-1s and performance reviews to ensure KPI`s and targets are met and maintaining their personal scorecard
• Coach, develop and motivate individuals within the team, ensuring appropriate training and development plans are in place; role model and reinforce excellent behaviours including developing a culture of collaboration and accountability for the resolution of customer complaints
• Escalating cases which are close to breaching to the relevant stakeholders
• Conduct quality control on case handling and embed into team and individual objectives
• Performance management of team members and HR responsibilities (i.e. return to work interviews, holiday requests, sickness monitoring)
• Contribute to the establishment and maintenance of meaningful metrics to measure and improve the service we provide to our customers
• Provide regular reporting to other members of the Customer Engagement function and wider NHSPS management team to support trend analysis, performance management and operational improvement
• Promote the Complaints team process and role to the wider business by attending regional and directorate meetings
• Foster a culture of collaboration with key contacts within the business, working together to bring existing complaints to satisfactory resolution and minimise future occurrences
• Highlight reporting trends to key stakeholders within the business and lead meetings to find best solution to reduce trends
• Provide complaint guidance across the business through all communication channels promoting positive behaviours and a clear understanding of reputational damage
• Be a customer service champion, challenging peers and senior managers
• Ensure GDPR guidelines are followed and the team are compliant in line with industry standards
• Be aware of updates and best practice in the Customer Experience industry and implement changes within the Complaints team
• Undertake additional tasks as required by the Principal Customer Engagement Manager
• May be required to cover an 08:00 to 18:00 working day through a shift system with other members of the team