Customer Relations Manager, SEO, Perm, Liverpool

Job summary

Job Purpose

As a Customer Relations Manager, you will manage the Customer Relations team that deal complaints and complex correspondence and provide responses to customers by email, letter and telephone.

You will ensure that we provide high quality advice and excellent customer service to the Commission’s customers so that we can support charities to deliver their charitable purpose. You will do this through providing clear direction as well as visible and motivational leadership to your team, who are responsible for dealing with requests for complex advice and guidance about running and managing a charity in addition to resolving customer complaints about our service. You will act as a central point of contact, drafting clear, impartial, evidence-based responses to the public, or the Public Service Ombudsman.

You will drive a high performance and customer ethos within the team, ensuring clear goals and targets are in place at both team and individual level to achieve key performance indicators and strategic priorities. You will also be responsible for creating an environment of continuous learning and development, where your team feel empowered to take responsibility for problem solving and demonstrate high advisor confidence in decision making.

You will proactively identify and develop policy, process, system and online content to improve customer experience, customer journey and customer expectations. You will work collaboratively and flexibly with colleagues across the directorate and the wider Commission to achieve an effective, joined up approach to how we manage incoming casework and the delivery of our business plan.

Job description

Key Responsibilities:

1. Casework Management: Independently manage a complex caseload, investigating issues and resolving complaints within strict statutory or internal Service Level Agreements
2. Stakeholder Communication: Act as a central point of contact, drafting clear, impartial, evidence-based responses to the public, or the Public Service Ombudsman.
3. Data and Reporting: Log, track, and analyse complaints on internal case management systems to identify structural issues and report on themes/trends to senior management.
4. Service Improvement: identify opportunities for continuous improvement in customer experience as well as driving internal efficiencies in process.
5. Work collaboratively with the management team to achieve and maintain appropriate standards, fully implementing the quality assurance framework – capturing feedback and learning to enable and drive continuous improvement.
6. Provide feedback to relevant business areas to implement corrective changes and improve future policy and operational delivery.
7. Escalations: Handle contentious or complex cases, including dealing with persistent complainers using established escalation policies.
8. Manage a team of customer service staff, providing clear direction and visible and motivational leadership. Conduct regular 121’s with team members ensuring they have stretching objectives, are appropriately trained and supported, have access to technical support and are empowered to make decisions and effectively deliver within their skill set.
9. Drive a high performance and customer service ethos with a focus on delivering quality interactions and accurate advice. Ensure the team maintain accurate and complete casework records, that the Commission’s standards for record management and information security are met and that the Commission’s standards are effectively performance managed and quality assured.
10. Manage queue performance within either the correspondence or customer relations team in line with department KPIs, ensuring correspondence and complaints are responded to within timescales. Work collaboratively across the team to react to peaks and troughs in incoming work, making resourcing decisions that best support the department to achieve its targets.
11. Proactively work with others to drive delivery of the Commission’s purpose and wider objectives. Be the ‘voice of the customer’ by reporting on themes identified through correspondence and complaints to influence and drive positive internal change.

Person specification

Person Specification

Essential Criteria

Ability:

• Highly collaborative with strong interpersonal skills and a strong ability to motivate and engage.

• Adaptable and resilient with the ability to operate at pace.

• Excellent influencing skills to engage others and work effectively across key stakeholders and Commission staff.

Experience:

• Experience of developing and leading a high performing team.

• Experience handling contentious public-facing issues, casework, or complex complaints.

• Strong analytical, written, and oral communication skills.

• Improving the customer journey and user satisfaction in a professional environment and across different channels.

• Experience of managing a large workload with evidence of planning and prioritising competing demands to ensure performance targets and deadlines are met.

• Demonstrable experience of ability to grasp complex casework or legal concepts, and use this to draw objective risk-based conclusions; setting proportionate actions that meet business needs and resources

Technical:

• Anticipate, investigate and resolve problems in systems, processes and services.

• Knowledge of best practice in applying quality frameworks to decision making.

• Handling data and information sensitively in accordance with the business procedures and/or law.

Behaviours

We'll assess you against these behaviours during the selection process:

• Seeing the Big Picture
• Changing and Improving
• Leadership
• Managing a Quality Service

Benefits

Alongside your salary of £44,027, Charity Commission contributes £12,754 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

This is your chance to make a contribution that really matters and to make an impact in an organisation where your voice will be heard and your hard work noticed.

Watch this short video to find out more about us.

We operate a flexible hybrid working policy where office attendance is combined with at least 3 days homeworking per week dependent on role requirements.

We recognise everyone as an individual, accepting people for who they are and treating everyone fairly. We welcome the unique contribution diverse applicants bring from all backgrounds and we aim to have a workforce that represents the wider society that we serve. We champion inclusion and wellbeing, aiming to create a workplace where everyone feels valued and has a sense of belonging.

We do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

We offer access to the highly competitive Civil Service Pension Scheme (employer contributions of 28.97%), far more than in the private sector, and a flexible, family-friendly environment. Additionally, you can look forward to other great benefits via our ‘