Head of Customer Relations - Flexible Working Available

Sidcup (City/Town), London (Greater)
£75,000 - £80,000 per annum
03 Jun 2019
03 Jul 2019
Full Time
Contract Type

Interviews will be held on: 20th June 2019

Are you passionate about customers and putting things right when they go wrong?  Do you have proven experience in running a high performing complaints resolution service?  Are you driven to inspire and motivate others to deliver a first-class customer experience?

If you are, then you sound perfect for our team!

We have recently redesigned our complaints service to make it easier for customers to get a faster resolution to their complaint and we are now seeking a Head of Customer Relations to move this forward to the next stage. We are looking for someone with exceptional leadership skills to lead on the direction and delivery of complaints resolution across the organisation, ensuring that we deliver against our Customer Promise, with every contact we have with our customers.

We will expect you to be an ambassador and promote a collaborative approach across the organisation. You will be instrumental in leading change, identifying opportunities to improve services via the systematic learning from complaints analysis, whilst developing and managing an engaged team, driving performance to meet and exceed targets.

To be successful in this role, you will need to evidence current experience of leading a high-performing complaints team to improve services for customers.

If you are self-motivated, an innovative problem solver, target driven, and solution focused then apply without delay!

Our Commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success. 

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance. 

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We value diversity in all its facets, including gender, disability, age, ethnicity, sexual orientation and identity. When it comes to finding a diverse balance for our senior positions, we have decided to address gender and ethnicity first. As such we are committed to offering an interview to at least one BAME and one female candidate for all senior leadership positions if they fulfil the role criteria. 

We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

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