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Contract

COMPLAINTS MANAGER

Cardiff

Job Reference ST6153
Location Cardiff
Salary / Hourly Rate £Competitive Salary
Sector Management
Job Type Permanent
Details Full Time
Date Posted 10 Jul 2018

Job Description

Complaints Manager
Full Time Permanent

ST6153

Job description:

The successful candidate will be responsible for investigating and responding to complaints within contractual service levels, ensuring that claimants are provided with excellent customer service.

Key Responsibilities
•Ensuring all complaints leading from claims are logged accurately, acknowledged and a resolution provided in accordance with contractual service levels agreements
•Receiving and managing a case load of complaints directly via telephone and email
•Performing preliminary classification of complaints
•Escalating serious complaints in line with company procedures
•Managing their own workload to ensure that complaints are progressed within SLA
•Gathering information from other areas of the business and external suppliers in order to investigate complaints fully
•Resolving escalated queries before they become a complaint
•Communicating effectively both internally and externally using appropriate methods of communication
•Proactively managing claimant feedback in the interest of the business and continuous improvement
•Producing Management Information for internal & external customers

Essential Experience/Skills
•Previous claims and complaint handling experience vital
•A proven ability to communicate effectively
•Exceptional organisational skills, accuracy and a meticulous approach to data input
•Self-motivated with the ability to work autonomously
•Working to agreed service levels
•Experience of dealing with complaints from within a regulated environment

St David Recruitment Services is an Employment Agency providing work-finding services to our clients, candidates and work-seekers. Our Company must process personal data so that we can provide these services and in doing so, the Company acts as a Data Controller.
As a candidate, you may provide personal details to our Company directly in CV form or via our website. Alternatively, we may collect them from another source such as a third party jobs board. As a business, we must have a legal basis for processing personal data and in turn providing work-finding services. In the event that you are a candidate who has formally registered with St David Recruitment Services, please be advised that personal data is processed on the legal basis of ‘Contractual Obligation;’ the processing is necessary for the performance of a contract. In all other instances, where we receive personal data via direct or indirect means, either supplied by yourself or obtained via a public forum, we process data on the basis of ‘Legitimate Interest;’ processing is necessary for the purposes of our legitimate interest to provide work-finding services.
St David Recruitment Services will only share personal data with clients who have authorised us to source prospective candidates for permanent or temporary employment. Specific company names will be disclosed in advance of any data being shared.
As a business, we will retain personal data only for as long as is necessary, on a secure CRM system. The Conduct of Employment Agencies and Employment Businesses Regulations 2003, require us to keep work-seeker records for at least one year from the date of their creation or after the date on which we last provide work-finding services. Where applicable, we must also keep payroll records, holiday pay, sick pay and pensions auto-enrolment records for as long as is legally required by HMRC and associated national minimum wage, social security and tax legislation.
As an individual, you have several rights in respect to the processing of your personal data, all of which can be reviewed on our website. This includes the right to withdraw consent at any time by contacting the Recruitment Consultant with whom you initiated contact, or any other employee at St David Recruitment Services.
This e-mail may contain confidential personal data / sensitive personal data and is for the use of the intended addressee(s) only. Onward delivery, copying or similar disclosure of the contents of this e-mail should only be done so in accordance with GDPR legislation. If you receive this email by mistake, please advise the sender immediately and take appropriate measures to delete the content. E-mails sent and/or received via our organisation will retained and monitored for the purposes of ensuring compliance with GDPR.