Job Description

We are currently seeking an experienced Customer Relations Manger to join us on a permanent basis!

Job title: Customer Relations Manager

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What you\'ll be doing:

Managing the performance of up to 14 Complaint handlers and ensuring the have the correct tools to deliver objectives

Managing outstanding WIP and outputs to deliver against requirements

Developing the team including succession planning and talent management

Hold monthly operations meetings with all service lines across PCSE to monitor, review and report on all complaints/customer service related issues across PCSE to demonstrate complaint drivers in each area, review root cause of complaints and implement action plans across the service to reduce complaint volumes

Identifying blockers to complaint resolutions and working with key stakeholders to remove

Relationship management across a number of stakeholders, including PCSE service lines, NHS England, BMA, PHSO, Pensions Ombudsman and local MPs

Ensuring quality standards are maintained, prioritisation of workload is delivered and SOPs are kept up to date and followed.

Build relationships with key stakeholders (Internally and externally)

Work closely with key stakeholders on high profile complaints

Attend Collaborations Forums/Webinars to understand external noise and develop a plan to support the business with improvements

Work closely with senior management team to highlight risks to the business including potential legal challenges / Clinical risks

Working closely with improvements manager to provide details of complaint trends and mitigation actions

Regular reporting to key stakeholders including monthly reporting to senior management on complaint volumes, trend analysis, root cause analysis and key themes causing complaints in each area.

Using feedback mechanisms, provide regular reporting on human error complaints and ensure feedback is delivered to individuals closely on quality of service.

Review Customer Satisfaction information and provide feedback to stakeholders to inform continuous improvement

Keep up to date with policy changes and impact assess them against processes within the team

Have a thorough understanding of and ensure adherence to all Capita policies and procedures

Undertake regular objective setting and performance reviews with direct reports to encourage individual development, continuous improvement and high standards of performance and conduct

What we\'re looking for:

Proven Team management experience with a background in complaints handling is essential to this role

Strong leadership and management capability

Excellent communication skills/Relationship building skills

Experience of managing risks relating to complaint handling

Excellent analytical skills and understanding of management information to aid with effective action planning in accordance with complaint trends, root cause analysis and resolution

Organised, able to manage a complex and diverse function and prioritise effectively

Experience of managing the delivery of team projects

A clear understanding of the contractual requirements of the Capita PCSE contract, service level agreements and all necessary legislation associated with service delivery to enable effective complaint management and resolution is highly advantageous

About PCSE

With Primary Care Support England (PCSE), we\xe2\x80\x99re transforming healthcare delivery. Our services enable the NHS to spend less time on administration and more time looking after its patients. Our teams are helping to move medical records, providing supplies via an online portal and managing GP practice closures and mergers. Join us and discover better as you shape the future of healthcare.

The support we offer ranges from key administrative and payment services, to managing supplies, performers list and market entry applications through to moving medical records. We do this and more for GPs, Dentists, Opticians and Pharmacists as well as those working in the teams around them and associated disciplines.

What\xe2\x80\x99s in it for you?

23 days\xe2\x80\x99 holiday (rising to 27) with the opportunity to buy extra leave

company matched pension, life assurance, a cycle2work scheme, 15 weeks\xe2\x80\x99 fully paid maternity, adoption and shared parental leave, paternity pay of two weeks\xe2\x80\xa6and plenty more

voluntary benefits designed to suit your lifestyle \xe2\x80\x93 from discounts on retail and socialising, to health & wellbeing, travel and technology

the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

What we hope you\xe2\x80\x99ll do next:

Choose \xe2\x80\x98Apply now\xe2\x80\x99 to fill out our short application, so that we can find out more about you.

We\xe2\x80\x99re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We\xe2\x80\x99re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you\xe2\x80\x99d like to discuss other changes or support you might need going forward, please email or call 07784 237318 and we\xe2\x80\x99ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Location: Blackburn

, United Kingdom

Time Type: Full time

Contract Type: Permanent

Capita