Customer Experience Manager

Reference:	6166Sales
Title:	Customer Experience Manager
Job Type
Date Added	11/02/2010
Last Updated	11/02/2010
Salary	€30k

Our client is a leading Insurance provider based in the Munster region. They are seeking an experienced Customer Service advisor ideally with experience of Access Databases to work in their offices in Shannon.

The overall job process is to develop the process and system capabilities for the delivery of quality customer service and complaint resolution to customers and to handle complaints and claims in compliance with the appropriate Standards.

Key Accountabilities:

Develop processes for handling customer complaints and claims.
Write and implement code to enhance the databases used for managing customer claims and complaints (in a Microsoft Access (2003) database environment including Visual Basic and SQL).
Develop technical and user documentation to a high standard.
Deliver user training
Set-up, manage and document change request process for on-going system and process enhancements.
Management of complaints to ensure complaints are handled within documented timeframes.
Perform Root Cause Analysis to identify complaint trends and to achieve effective and efficient process improvements.
Actively identify procedural gaps and potential solutions to the process improvement initiatives within the Operations Department.
Ensure the Claims Audits are completed accurately and on time on a daily basis.
Ensure Supplier Referrals are managed effectively and provide regular input and feedback to suppliers on their performance.
Effectively create and maintain records of claims and complaints related issues, analyse data gathered and produce accurate reports.
Maintain claim and complaints applications and databases.
Contact customers as required in processing claims and complaints

KPI's:

Effective management of complaints, and speedy escalation of complaints to appropriate bodies in the company,. "As required" turn-around of both regular and ad hoc MI.
Achievement of personal objectives agreed with line manager.
Contribution to team goals over and above personal objectives.
Consistently meeting our claims audit targets.
Third Party Agent (TPA) consistently meeting their daily and weekly SLA's.
Feedback from Managers and Colleagues
Improved customer satisfaction levels on annual Industry surveys in particular the Interspericence Survey.
Delivery of efficiencies in claims and complaints processes
Implementation of changes to claims and complaints systems
Technical and user documentation delivered to a high standard.
Code changes developed and implemented to a high standard

Person Specification:

Experience

Customer service experience.
Process improvement experience
Development of Microsoft Access (2003) database environment including Visual Basic and SQL.
Developing test plans
Creating test scripts
Documenting testing results
Carry out User Acceptance Testing
Organise Operation Acceptance Testing
Production of MI

Knowledge

Customer service standards
Experienced business user of database/spreadsheet applications
A good working knowledge of developing in a Microsoft Access (2003) database environment including code control and version control..
Process Improvement methodologies

Skills & Behaviours

Ability to gather, monitor and document data
Good analytical skills
Ability to work on own initiative
Building relationships quickly
Execute at speed
Team player
Will have the ability assess the business requirements and translate them into a requirements specification.

This role is based in Shannon/Munster and the Salary starts at 30k.

If interested please e-mail your CV into Colm Buckley at: colmbuckley@peoplegroup.ie

The People Group is a Recruitment consultancy, specialising in Sales, Marketing & Management, established in 1989 and is based in Dublin 2. Our experienced team works in both the contingency and search areas, and covers all industry sectors including: FMCG, B2B, B2C, ICT, IT, and Telco with a focus on Mid to Senior Level roles.

Added By: Colm Buckley (01) 6619636