Customer Engagement Manager

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Job Title: Customer Engagement Manager

Location:Doncaster

Type of Employment:Permanent, Full-Time

Introducing the Fexco Property Services Group

The Group currently consists of 4 property management brands. We work with 8 out of the 10 top UK developers and we currently manage a portfolio of 90,000+ properties. Collectively, there are 12 regional offices across England & Wales supported by in-house teams which manage Admin & Finance, HR, Health & Safety, High Fire Buildings, Marketing & Communications and Legal & Compliance, so you'll be joining a well-established and growing group. More information can be found here: www.fexcopropertyservices.co.uk/

About this Role:

Based within our Inspired Property Management brand, you will lead on creating engaging conversations with our customers by creating content for quarterly newsletters, and by seeking other ways of proactively engaging with customers to ensure high customer satisfaction levels.

You will oversee the end-to-end handling of customer complaints, ensuring adherence to The Property Ombudsman code and our internal policies. You will champion our customer charter, supporting internal teams to ensure smooth and positive customer relationships.

Main Duties and Objectives:

• Support the Brand to engageproactively with customers, andto understand their goals and challenges,offering solutions that align with their needs.

• Create positive and engaging content for a quarterly customer newsletterto include company updates, industryupdatesand helpful information for our customers.

• Work in partnership with our Property Managers toensure site specific updates are included in newsletters.

• Track, and investigate complaints frominitialcontact to final resolution, ensuring compliance with internal policies and regulatory standards

• Oversee the entire complaint lifecycle, from intake to resolution, ensuringtimelyand effective handling of all complaints

• Examine data, records, and systems, anddiscuss complaints withrelevant staff to understand the root cause of issues, and to ensure a robust and positive resolution is provided to the customerin a timely mannerand that learning outcomes areidentified

• Provide a professionalandresponsive complaint resolution service toour customers, ensuring anempathetic approach.

• Act as the primary point of contact for complainants, keeping them informed of progress, and managing expectations with empathy.

• Draft comprehensivecomplaintresponses,providing clear explanations of decisionssetting our recommendations forthe outcome of complaints and anyappropriate redress, alwaysmaintainingimpartiality.

• Liaise with Senior Managers at Stage 1 of the process andLeadershipTeam members at Stage 2 of the processto review the evidence and explain the rationale for the recommended outcome.

• Ensure that all cases are reviewed fairly and impartially using an evidence-based approach, workingcollaboratively with managers on complaint outcomes to achieve agreed performance standards and qualitystandards

• Role model professional behaviours, influence and develop working relationships withcolleagues toidentifyand implement service improvements.

• Liaise with, and support,managersand staff across theBrandto ensure a seamless process for themanagement of complaints and feedback and that a systematic process for learning and service improvementis in placeas a result ofany complaint

• Monitor customer feedback, tracking success KPIs and reporting to the Senior Management Team on customer outcomes

• Makebest use of our technology, keeping full andaccuraterecords of all customercomplaints andinteractions.

• Advocatea customer-centric approach to complaints, encouraging open communication and learning from feedback.

• Work collaboratively with other departmentsacross InspiredPropertyManagement Fexco Property Servicesto drive customer success.

• Undertake any other dutiescommensuratewith the role as requested by management.

Required Qualifications & Experience

We are looking for a motivated and dynamic individual who is committed to excellence and has a passion for customer service.

• Excellent verbal and written communication skills

• A focused collaborative approach toworking withinourBrand the Fexco Property Services

• Proven experience in managing customer feedback, specifically in relation to complaints handling in a regulated industry

• A positive approach to excellentcustomer serviceandacommitment to quality.

• Experience of complaints investigationand resolution.

• Knowledge and experience of disputeresolution and complaint handling.

• Ability to investigate complex andchallenging issues and reach soundconclusions.

• Excellent customer care andinterpersonal skills.

• The ability to work both autonomouslyand collaboratively with a wide rangeof stakeholders.

• Demonstrable negotiation andpersuasion skills in a wide range ofsettings - with internal colleagues,residents, and wider stakeholders.

• Strong attention to detail and analyticalskills.

• An ability to work at pace.

• High professional standards with the ability to work on own initiative and perform duties with tact and diplomacy.

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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