The role involves taking expert responsibility for managing and improving the performance of multiple sites, with a particular focus on handling customer complaints and expressions of dissatisfaction (EOD) include ensuring thorough and fair investigations of all complaints within agreed service standards, liaising with work providers to align services with their expectations, and accurately recording all complaints and their outcomes.

Responsibilities:

• Assume expert responsibility for the management and performance of sites specifically when dealing with customer complaints or expressions of dissatisfaction (EOD)
• Ensure that all customer complaints and EODs are thoroughly and fairly investigated within agreed service standards
• Liaise with work providers and ensure that the service provided is in line with their expectations/obligations
• Work with sites and ensure that all complaints/EODs are accurately recorded including any outcomes/compensation payments
• Be an escalation point both internally and for work providers where dissatisfaction has been expressed
• Support the sites that require additional guidance to assist with problem solving and decision making
• Review and improve templates to ensure they meet the needs of each individual customer
• Mentor new joiners and existing staff around the company in complaints and EOD policies and processes
• Carry out root cause analysis of complaints and customer feedback and make recommendations for process improvements across the organisation
• Produce departmental reports and analyse KPIs for performance improvement
• Provide cover to sites when required to ensure any complaints or EODs do not get left unattended
• Always promoting data security in and outside of the business, with strict adherence to DPA, GDPR, and information security standards
• Prepare for and manage internal and external audits
• Comply with company and Aviva procedures
• Comply with FCA complaints handling principles and policies as required by work providers
• Maintain an up to date understanding of Solus and industry operating systems
• Always promote a positive Company image

Qualifications:

• Competitive bonus
• Group income protection with access to a GP and medical advice 24 hours per day for yourself and your family
• Our excellent benefits and rewards packages
• Competitive employer matched pension contributions
• Discounts on Aviva products and services
• Savings and benefits schemes
• Discounts and schemes for electric vehicle purchase for all employees
• Holding several main manufacturer approvals – Jaguar, Land Rover, Mercedes Benz, BMW, Mini, and Volkswagen
• Well known for prestigious award winning in the industry, customer service, apprenticeships, and IT systems fields
• Links with Thatcham to get the best products and training here in the UK
• We have a variety of locations, hours and working patterns to suit our customers, business, and you.
• We interview every disabled applicant who meets the minimum criteria for the job.