Customer Case Handler

Adecco; Warwick; Hybrid; GBP 27,000; Full time

Job summary

A leading recruitment agency in the UK is looking for a Customer Care Manager to join their dynamic Customer Outcome Team. The role focuses on ensuring regulatory compliance, managing customer complaints, and leading training initiatives. Candidates should have experience in customer service operations and strong analytical skills. This full-time position offers hybrid working opportunities and a competitive salary of £27,000 per annum.

Benefits

25 days annual leave

Hybrid working options

Qualifications

• Experience in customer service operations.
• Knowledge of general insurance and compliance frameworks.
• Skilled in training, coaching, and performance observation.
• Strong analytical skills and attention to detail.
• Excellent rapport-building with stakeholders.

Responsibilities

• Investigate and resolve complaints within KPIs.
• Monitor customer interactions to ensure TCF principles.
• Identify and deliver internal training.

Skills

Customer service operations

Training and coaching

Analytical skills

Stakeholder engagement

Job description

Job Opportunity: Customer Care Manager

Location: Warwick

Working Days: Full time / Monday - Friday with 2 HYBRID work from home days

Hours: 08:30 AM - 5:00 PM

Salary: £27,000 per annum

Benefits: 25 days annual leave + bank holidays

Role Overview

Join our dynamic Customer Outcome Team as a Customer Care Manager. This pivotal role ensures regulatory compliance and promotes fair customer outcomes. You'll manage complaints, support service operations, and lead training initiatives.

Key Responsibilities

• Complaints & Customer Outcome Management: Investigate and resolve complaints within KPIs. Conduct root cause analysis from Trustpilot and social media feedback. Manage complaint-related costs and maintain analysis registers. Perform peer reviews and provide feedback.
• Operational Support & Compliance: Monitor customer interactions to ensure TCF principles. Coordinate updates across departments and insurers. Submit and review KPI reports.
• Training & Development: Identify and deliver internal training. Coach and mentor staff. Develop and coordinate training materials.

Candidate Requirements

• Experience in customer service operations.
• Knowledge of general insurance and compliance frameworks.
• Skilled in training, coaching, and performance observation.
• Strong analytical skills and attention to detail.
• Excellent rapport-building with stakeholders.

Reporting Line

Reports directly to the Head of Customer Outcome.

How to Apply

Submit your CV and a cover letter outlining your suitability for the role.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.