Customer Relations & Complaints Lead

£40000 per annum
CCP (formerly known as Contact Centre Partners) has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

We are pleased to be supporting a highly regarded and prestigious organisation as they look to recruit a Customer Relations Lead to join their growing business. This is a new role within the company, and a key strategic position as they look to build upon and continue to deliver a 5-star Client Lead service.
You will be responsible for day to day liaison with customers regarding complaints, feedback, and general relationship building. Working to comprehensive guidelines and procedures you will be ensuring all customer complaints are handled sensitively and investigated and resolved in a timely, compliant manner that deliver an outstanding level of Customer Service and satisfaction. A proactive mindset is needed to diffuse issues prior to complaints being received, with a focus on Social Media monitoring.
As a key link between the organisation and their customers you will be looked upon to identify any trends related to complaints, providing data, analysis and reports to the Leadership team that offer solutions and drive improvements in the overall customer experience.
In addition to managing Customer Feedback, you will also take the lead on Data Protection and GDPR acting as point of contact for all regulatory, compliance and data queries.

What You Will Need:
  • Significant experience dealing with Customer Complaints and driving improvements in a high end, client led environment.
  • Exemplary communication and relationship building skills
  • Ability to diffuse and handle negative feedback
  • Self-sufficient and able to manage own workload
  • A proactive mindset and great attention to detail
  • Proven ability to identify and act upon data and analysis in order to improve the overall Customer Experience
  • Good understanding of Data Protection regulations
What is on Offer:

This is a Central London office-based role with a salary of £40,000, core working hours are Monday to Friday 9am to 5pm, however flexibility will be required on your part and will be offered on the part of the employer.
You will have the opportunity to take on a newly created role in a business that prides itself on taking their outstanding levels of Customer Care to the next level, offering genuine career development. This is a close-know business that when circumstances allow offers regular social and team building activities.

CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces.

To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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