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Job Title: Executive And Customer Relations Lead
Duration: Permanent
Location: London/Hybrid (two days pr week in the office)
Salary: 56700 per annum
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Are you ready to take your career to the next level in the financial services industry? Our client is on the lookout for a passionate and skilled Executive and Customer Relations Lead to join their dynamic team! If you have a knack for exceptional customer service and a drive for continuous improvement, this could be the perfect role for you!
About the Role
As the Executive and Customer Relations Lead, you will play a critical role in ensuring the highest standards of customer service and complaint resolution. Collaborating closely with the Senior Complaints Manager, you will be a strategic partner in reducing complaints by investigating root causes and analysing trends. Your mission? To enhance the customer experience and champion excellence in service!
Key Responsibilities:
- Act as second-in-command to the Senior Complaints Manager, contributing to the strategic direction of the function.
- Handle escalated complaints with precision and professionalism, including those reaching the CEO and inquiries from Members of Parliament.
- Ensure high-quality written communication that balances legal accuracy with a customer-first approach.
- Manage complex and sensitive complaints, ensuring timely and appropriate resolutions.
- Develop deep technical expertise in FSCS claims to effectively manage complaints.
- Drive continuous improvement by identifying trends and enhancing processes.
- Support vulnerable customers and collaborate with internal and external stakeholders to influence policy improvements.
- Lead knowledge-sharing initiatives, delivering insightful sessions for stakeholders.
What You Bring:
- Excellent communication skills, capable of distilling complex information into clear, accessible language.
- Proven experience in delivering exceptional customer service and implementing process improvements.
- A strong understanding of the financial services industry and experience with executive-level stakeholder engagement.
- A collaborative spirit and a passion for coaching teams and driving positive change.
Perks & Benefits:
- Hybrid Working: Enjoy the flexibility of a hybrid work environment that promotes work-life balance.
- Professional Development: Opportunities for continuous learning and growth within the organisation.
- Supportive Culture: Join a team that champions collaboration and values each member's contributions.
- Competitive Salary: A comprehensive salary of 56,700 to recognise your expertise and dedication with a room for growth.
If you're an articulate communicator with an investigative mindset and a commitment to driving meaningful improvements, we want to hear from you! This is your chance to make a significant impact in the financial services sector while ensuring the best possible outcomes for customers.
Join our client and be part of a team that truly values excellence in customer service. We can't wait to meet you!
How to Apply:
To apply for this opportunity, please apply with an up-to-date CV. Candidates should ideally demonstrate evidence of the above responsibilities in their CV to be considered.
Please note that if you haven't heard from us within 48 hours, your application may not have been successful on this occasion. However, we may keep your details on file for future vacancies and contact you accordingly.
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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