Group Resolution Manager
This vacancy has now expired, and is not accepting any new applications.
Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.
Closing Date: 14/02/2021
This vacancy has now expired, and is not accepting any new applications.
Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.
Summary
An exciting opportunity to strengthen the way we communicate and resolve matters for our customers. The successful candidate will have the chance to be involved in building the infrastructure that will best position us to be highly effective and solution led in an industry that is rapidly changing. We need to be agile and adapt to Government legislation, including the introduction of a New Homes Ombudsman. The successful candidate will be instrumental in launching new policies and procedures, working across Group functions and supporting Divisions to achieve the best outcomes.
Key Responsibilities
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To liaise with all colleagues to develop and implement an industry-leading group complaints process.
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To identify any root cause and systemic issues.
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To play a lead in reaching sensible escalated complaints outcomes, which balance cost, reputation and legal / NHO issues.
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To work closely with the group communications team on reputational issues.
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To play a lead role in minimising any escalating complaints reaching the NHO.
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To run Redrow’s day-to-day social media customer service operation and to play an important role in managing the business’ online reputation.
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To work closely with external bodies such as NHBC, HBF and NHO.
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To build a seamless relationship with legal colleagues to create an efficient group response, which addresses legal issues whilst maintaining our customer service ethos.
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To effectively line manage colleagues within the group customer resolution team.
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To ensure the group customer resolution team is fully integrated into the wider customer & marketing team.
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To play a key role in supporting the customer & marketing team’s aim of creating lone term profitable and positive relationships.
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To ensure any responses fit with Redrow’s tone of voice and communications policy.
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To help respond to SAR requests and ensure data quality of complaints recording keeping across the business.
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To keep in touch with best complaints management practice across all industries.
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To efficiently manage the group complaints and resolution budget.
What we can do for you
We've been building a proud reputation for beautiful high quality homes across England and Wales for nearly 50 years. Key to our success are the many talented people working in every department across the business who are committed to excellence. We encourage them all to grow and maximise their potential by working with like-minded people who share their vision and values.
At Redrow we are committed to continuously promoting Equality, Diversity and Inclusion (ED&I) throughout the business to build a culture that is inclusive to all, actively values difference and ensures everyone is treated fairly.
Supporting the physical, emotional and financial wellbeing of our people really matters and it\'s something we take very seriously. The health and wellbeing of our employees and sub-contractors is embedded at the heart of our culture and as part of this, we offer a wide range of wellbeing programmes, initiatives and education to support our colleagues both in work and in their personal lives.
We promote a culture of development and believe in investing in each individual to help them fulfil their personal goals, excel in their current role and support their future career progression.
