Customer Care Manager

Home Based with occasional travel to Ops meetings / Care homes / London office.

Salary £34,500 plus Car Allowance or Company Car.

About the role

As a Customer Care Manager at Barchester, you'll provide polite, empathetic help and support to our customers across the UK. You'll ensure that Barchester recognises and acts upon complaints raised and ensure lessons are learnt through thorough investigations.

This high-profile role will see you investigating, resolving and responding to complaints that have been unresolved at a local level. Your role will also ensure that highest-standard written responses are sent, which are fair, accurate, thorough and attempt to facilitate suitable resolution within the response timeframe.

The role of a Customer Care Manager at Barchester is varied and duties include:

• Objectively carrying out robust investigations into allegations of non‑compliance of care delivery and provision.
• Reviewing complaints correspondence and working closely with colleagues and support teams to ensure completion within policy timeframe.
• Liaising with managers to support the satisfactory investigation and resolution of complaints at local level.
• Providing investigative support and advice, with recommendations post investigation.
• Reviewing written responses from staff and providing feedback to ensure learning and development.
• Ensuring strategies and processes are in place to meet business and operational needs.
• Providing effective root cause analysis when the process has broken down.
• Driving any culture and performance changes to deliver strategic complaints process goals.
• Providing a monthly KPI report and informing the Customer Contact Manager of all complaints.
• Identifying when to escalate concerns of a serious nature; referrals to a professional governing body, any immediate risk to resident or public safety, or negative press enquiry.
• Proactively developing relationships with key members of the Operations teams to enhance knowledge and skills for effective practice.
• Providing robust analysis of complaints, concerns, comments card and surveys.
• Working within the Governance framework and with Loss Adjusters to review Stage 3 complaints.

About you

To join us as a Customer Care Manager, you should have experience of complaints handling along with strong database management and Excel abilities. You should also have knowledge of the Local Government Ombudsman and Data Protection Act. Excellent communication and relationship‑building skills are a must and you'll be highly organised with excellent attention to detail and the ability to analyse and solve problems, meet targets and present data. You'll also need to bring a good understanding of customer experience, and you'll be happy to use your initiative, prioritise workloads and work under pressure. Quality and customer‑focused, your empathetic nature means you'll apply tact and diplomacy in every situation.

Rewards Package

As well as a competitive salary, we can offer you impressive benefits which would include: a bonus, a company car, contribution pension scheme, and free training and development. You'll have plenty of opportunity to grow your career in a large organisation with a warm and supportive environment.

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