Customer Liaison Manager

OverviewThe role involves taking expert responsibility for managing and improving the performance of multiple sites, with a particular focus on handling customer complaints and expressions of dissatisfaction (EOD) include ensuring thorough and fair investigations of all complaints within agreed service standards, liaising with work providers to align services with their expectations, and accurately recording all complaints and their outcomes.ResponsibilitiesThe Role:Assume expert responsibility for the management and performance of sites specifically when dealing with customer complaints or expressions of dissatisfaction (EOD)Ensure that all customer complaints and EODs are thoroughly and fairly investigated within agreed service standardsLiaise with work providers and ensure that the service provided is in line with their expectations/obligationsWork with sites and ensure that all complaints/EODs are accurately recorded including any outcomes/compensation paymentsBe an escalation point both internally and for work providers where dissatisfaction has been expressedSupport the sites that require additional guidance to assist with problem solving and decision makingReview and improve templates to ensure they meet the needs of each individual customerMentor new joiners and existing staff around the company in complaints and EOD policies and processesCarry out root cause analysis of complaints and customer feedback and make recommendations for process improvements across the ..... full job details .....