Cache of job #14032372

Job Title

Customer Complaints Manager

Employer

FRS Recruitment

Location

Westmeath

Description

Our Public Sector client is seeking a skilled Customer Service Complaints Manager to join their team for a contract position currently running until Dec 2020. You will have a proven track record of building dynamic high performance teams with a very strong customer service ethos. This position is managing the appeals and complaints service for this department and is based in Mullingar . This is a Grade 4 level position within the Public Sector with a salary scale of €54,612 - €75,593 per annum. Key Responsibilities: Responsibility for the management of a range of operational functions that meet our Appeals and Complaints obligations as set out in the Performance Delivery Agreement. Ensure proactive, accessible, competent support and resolution services to all Appellants and Complainants. The organisation and management of an independent Appeals panel to ensure delivery of appropriate quality and effective service. Ensuring that Appeals Officers are adequately furnished and supported to fulfil their duties. Ensure appeals are dealt with appropriately as per SLA. Ensure decisions are fair and in accordance with the provisions of the Act. Ensure appeals are tracked and managed on the system, with a clear audit trail, and reportable as management information reports. Demonstrate quality assurance and independence of the Appeals panel and process by having an independent external review. Continually improve the service performance and experience. Dealing effectively with all key stakeholders to ensure issues dealt with. Preparing reports for the Head of Operations and other stakeholders. Full accountability for the process of procuring Appeals Officers. Ensuring effective liaison between the Appeals Officers and department including management of Appeals officers with whom an external dependency exists. Effective management of external stakeholder relationships and communications with the Independent Appeals Officers and key organisations operating in the sector. Establishing and managing key internal relationships particularly in relation to co-working within the Operations and across shared services affecting Appeals and Complaints management. Ensure staff are valued, motivated and developing as employees and as representatives of Department. Ensure good individual and team management structures are in place to support performance/staff management and development. Ensure all staff adhere to standards and procedures. Delegate work and ensure effective relationships in a team-working context. Positively influence the team whilst maintaining momentum, motivation and resilience under pressure. Develop and encourage collaborative relationships and effective communications across Directorate Units. Ensure adherence to the highest standards of health and safety and to all internal policies and procedures which support the promotion of a positive environment for occupational safety, health and welfare. Key Qualifications: Level 8 Education qualification. 3-5 years expeirence within a busy customer focused envirnment at management level. Operational delivery management experience. Strong relationship building skills. Quality auditing and improvement experience and expertise. Ability to work at different levels of detail, both big picture concepts and complex detailed issues. If you believe you have the skills and levels of experience needed for this role and you have an interest for working within the Public Sector - please apply with your most recent CV to Bernadette Sisson for immediate consideration. This job originally appeared on RecruitIreland.com.

Date Added

1754 days ago

Apply