Customer Resolution Manager

Dynamix Recruitment Limited
06 Nov 2017
15 Nov 2017
Contract Type
Full Time

The Company:

My client is a rapidly expanding, award winning, customer service focused company specialising in car benefit schemes. Key to their success is a focus on a simplicity and a passion for providing customer service that is first class. They have a dedicated team of individuals who make up the customer service team and are both dynamic and proactive.

The role:

Due to the rapid expansion of our car benefit customer base and the creation of the customer experience team they are now seeking for 2 people to join the team. You must be bright and proactive and will be leading the management of complaints, customer insight and engagement to seek out opportunities to continually improve and enhance service to customers. Working in the Customer Experience team, you will be working closely with all internal departments towards the continued growth and development of this rapidly expanding business.

The right person:

You will have a minimum of 2 years? experience dealing with complaints on a regular basis. You must have excellent communication and analytical skills and be able to work under pressure using your own with a creative approach to problem solving. You will operate with integrity and demonstrate a pro-active approach towards the client?s customers.


  • Manage through complaints at all stages working with department heads to eliminate service failures and resolve complaints within agreed time scales
  • Manage all regulated complaints through from beginning to end and ensure regulated procedures are followed for regulated customers
  • Provide detailed analysis to senior managers on complaints and lessons learnt
  • Influence the future actions of service areas to improve performance, overall customer satisfaction and reduce cost of complaints by resolving first time
  • Working with the CE team to ensure that the complaints and compensation systems, policies and procedures are fit for purpose and make recommendations for improvement
  • Produce weekly, monthly and quarterly complaints performance reports and trend analysis for senior management and board
  • Assist in communicating and raising awareness of customer first initiatives
  • Work with the Academy to develop and in some cases, deliver complaints training and workshops
  • Use complains best practice to improved future service delivery and liaise with the projects team and other departments regarding any identified areas for improvement
  • Assist with the approach to customer intelligence and satisfaction ensuring the company learns from customer feedback

Skills required:

  • Pro-active mentality and attitude with good self-motivation skills
  • A good level of literacy and grammar
  • Competent in IT specifically MS programs
  • Excellent Communication skills
  • Anility to work unsupervised
  • Astute commercial sense
  • Team player and ability to develop good rapport
  • Ability to multi-task
  • Work toward deadlines and demanding targets
  • String attention to detail with an excellent customer service attitude
  • Problem solving skills


  • Pension scheme
  • Access to childcare voucher salary sacrifice scheme
  • Access to a Cycle to Work salary sacrifice
  • Health Cash plan
  • Private healthcare insurance
  • Dental plan
  • Annual flu jabs
  • Group Life Assurance Scheme
  • 22 Days holiday with the option to purchase up to 10 additional days
  • Flexible working arrangements
  • Happy Days initiative ? a day each month focused on making you happy

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