Job Opportunity: Customer Care ManagerLocation: WarwickWorking Days: Full time / Monday - Friday with 2 HYBRID work from home days Hours: 08:30 AM - 5:00 PMSalary: 27,000 per annumBenefits: 25 days annual leave + bank holidaysRole Overview:Join our dynamic Customer Outcome Team as a Customer Care Manager. This pivotal role ensures regulatory compliance and promotes fair customer outcomes. You'll manage complaints, support service operations, and lead training initiatives.Key Responsibilities:Complaints & Customer Outcome ManagementInvestigate and resolve complaints within KPIs.Conduct root cause analysis from Trustpilot and social media feedback.Manage complaint-related costs and maintain analysis registers.Perform peer reviews and provide feedback.

Operational Support & ComplianceMonitor customer interactions to ensure TCF principles.Coordinate updates across departments and insurers.Submit and review KPI reports.

Training & Development

Identify and deliver internal training.Coach and mentor staff.Develop and coordinate training materials.Candidate Requirements;Experience in customer service operations.Knowledge of general insurance and compliance frameworks.Skilled in training, coaching, and performance observation.Strong analytical skills and attention to detail.Excellent rapport-building with stakeholders.Reporting Line;Reports directly to the Head of Customer Outcome.

How to ApplySubmit your CV and a cover letter outlining your suitability for the role.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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