Customer Experience Lead
Job Reference: 33940
Posted: Friday 17th July 2020
Closing Date: Wednesday 5th August 2020
Up to £24,097 based on experience and qualifications
Stockport, Greater Manchester
Creative Support is an established not for profit social care company with an excellent level of achievements at rating Good with CQC (Care quality commission) supporting over 6,000 vulnerable adults.
We are looking for a competent and caring individual who is flexible and interested in carrying out a diverse and rewarding role overseeing the Customer care and Complaint department at our head office in Stockport. You will work proactively with the senior management team in order to ensure excellent Customer care is delivered.
The successful post holder will have a proven experience in customer care and preferably has a background in social care. You will be an excellent communicator verbally and in writing and have a high level of IT skill. You would be working within a busy and diverse Quality team and support our senior managers deal with some of the more complex complaints and customer feedback. You will also illicit good practice in recording complaints and promote a reflective and learning culture based on the range of feedback we receive.
The Customer Experience lead will support all aspects of managing complaints including, recording, responding directly to complainants, acknowledging complaints, allocating complaints and reviewing outcomes. You will carry out on site investigations when required and support outcomes for more complex complaints. You will ensure learning from compliments and make recommendations to improve our practice based on the positive feedback we receive. The Customer care Lead will support the Directors and undertake investigations follow up as directed.
The post holder will also be expected to deliver local skills based training sessions and coaching in order to improve management skills and customer care. This will also help prevent complaints from escalating and also training staff to manage issues at local level.
If you are interested in the role and would like to discuss it further please contact Sam Priestley, Service Director on 0161 236 0829.
In order to apply, please read the job description and then complete the online application form using the links above.
You can also download a copy of our application form using the links above. Completed Application Forms must be submitted to our Head Office address (below) or emailed to firstname.lastname@example.org to be considered for the vacancy. If you have not received a response to your application within 10 working days of the closing date please accept this as notification of an unsuccessful application. Unsuccessful applicants must wait 6 months before reapplying.
If you require any advice on completing your application form, please call us on 0161 236 0829.
Recruitment Department, Creative Support Ltd, Wellington House, 131 Wellington Road South, Stockport, SK1 3TS
To apply for this job please visit www.grassroots-recruitment.online.