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Team Executive for CEO office

Job Role: Team Executive for CEO office  

Location: Luton, New Milton or Leicester

Hours: Monday to Friday (35 hours per week)

To continually deliver the service expected from us by our customers, we rely on a professional, experienced, and motivated team. We recognise and value the contribution our people make to our business, and we are committed to ensuring they are skilled and equipped to do the best job they can and that they can realise their potential. We have a high performing, 'can do' culture and encourage learning and development, collaborating with individuals to identify progression opportunities. We have high standards at FirstPort, and we reward our employees for their dedication and hard work with great benefits, performance-related salary increases and awards when we see people going above and beyond. Our employees are as important to us as are our customers.

Main Responsibilities

Ensure effective day-to-day management of the CEO Office inbox and other contacts received by phone, email, social media, and letter

 

• Agree tasking of individual cases with the complaint's teams / senior management and ensure all cases are effectively managed to resolution

• Personally manage selected cases (e.g., on policy matters or from MPs / the press), to ensure rapid and appropriate response on behalf of the CEO or Divisional Directors

• Guide and advise property management staff (up to and including Divisional Directors and Regional Managers) on the management of specific complaints

• Direct management of any administrative staff within the department

• Support enhancements to the business-wide and individual brand complaint handling policies, brochures, and procedures

• Undertake analysis of complaints data / trends to identify key root causes, themes and trends and provide insights into customer behaviour

Full compliance with associated legislations, code of practice and instructions from the Department Head, CEO and Divisional Directors

• Your own professional and personal development

• Management of your own time and workload

• Good communications within the team, across the FirstPort business, and with any external clients

• Working in accordance with the organisation's Confidentiality policy and Data Protection Act principles

• Setting an example for others in championing the FirstPort Values

 

Collaborating simultaneously with our Customer Relations team adopting the complaints managing process to ensure early resolution to customer complaints

Skills and Experience

  • Experience in dealing with senior stakeholders
  • Ability to collaborate with multiple teams across our business
  • Experi

Team Executive for CEO office

Leicester
Permanent
Executive

Published on 18 Mar 2022

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