Customer Experience & Quality Assurance Manager
Job Ref: LF
28300
Our client is a forward-thinking organisation with a reputation for delivering exceptional service and innovation. They are now seeking a passionate and experienced Customer Experience and Quality Assurance Manager to lead their efforts in enhancing customer satisfaction, ensuring regulatory compliance, and driving continuous improvement in service quality.
Location
Guernsey,
Channel Islands
Responsibilities
Duties for this role include, but are not limited to:Overseeing quality framework processes and procedures to ensure quality scores align with business goals and regulatory compliance.
Leading and supervising a team of Advisors conducting first-line reviews to maintain adherence to established quality standards.
Managing and developing a team of complaint handlers to ensure efficient and effective resolution of customer concerns.
Investigating, responding to, and resolving customer complaints while ensuring regulatory requirements are met.
Monitoring and managing social media platforms to uphold the organisation’s brand reputation and engage with customer feedback.