Customer Engagement Manager

Job Title:  Customer Engagement Manager

Location: Remote with Occasional meetings in Crowthorne House, Wokingham

Brand:  Leaders Romans Group

Salary:  Competitive Salary Package

About Us: 

LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 200 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.

Job Summary and key responsibilities 

Key Responsibilities: 

• Management and development of the Customer Engagement Team. Working initially within two regions of LRG for both Branch and Property Management complaints at Branch/Stage 1. Working closely with the Head of Quality and Customer Care to how the team can be scaled up to provide the service for LRG Lettings as and when required.
• Development of a close working relationship with all Regional, Branch Managers and Head of Centers to provide a comprehensive support service of Pre-complaint to Stage 1 complaint management.
• Assessment of all complaints allocated to either a pre-complaint, Branch Stage or Stage 1 and distribute to the relevant parties within LRG.
• Pre-Complaints – record the details of the case within Propco, and forward to the HOC/BM for prompt action. Monitor and where necessary chase each case to ensure the matter is dealt with to prevent further escalation. Root cause to be reported.
• Branch Stage – where a complaint is considered suitable for a prompt resolution by a BM or HOC work with the local team to ensure the complaint is resolved and a suitable response issued.
  • Stage 1 – Where a complaint cannot be resolved by the BM/HOC and escalates to Stage 1 collaborate with the HOC/BM/Regional for resolution to include but not limited to:
    • Full review of the complaint
• Offer and arrange a call with the complainant to discuss the case
  • In instances where a call with the complainant is not agreed, record the justification/reason.
  • Investigate the case to understand what went wrong and if there is any liability for LRG
  • Arrange Teams meetings with the Regional/HOC/BM to discuss how to respond and recommend actions required
  • Agree with the Regional the action plan and make recommendation for payment where necessary
  • Draft response for Regional to approve

• Address any follow up responses received to attempt to resolve the case
• Where a resolution is not agreed advise the complainant how they can escalate the case to Stage 2 and update the Customer Care team. Provide a statement to address the reason the complaint has escalated to Stage 2.
• Take phone calls from complainant for Branch and Stage 1 cases
• Maintain the Reputation record of all Branch and Stage 1 complaints within the Reputation platform and ensure Root Causes, Tags and any monetary payments are recorded

• Review all Google and Trustpilot 1- and 2-Star review and work with the local team to resolve any issues needed and request the review is updated.
• Provide full statistical and financial monthly reports on the number of complaints received, root causes, complaints resolved, and payments made. Such reports record the cost of complaints month on month.
• Provide assistance with the management and administration of Reputation.com.
• Ensuring a working knowledge of LRG systems and procedures and the variations in the business.
• Keeping abreast of changes in industry legislation.

What are we looking for: 

• Strong demonstratable experience of customer complaint management preferably within the lettings industry.
• Leadership abilities with experience in coaching, mentoring, and developing teams.
• To be able to quickly identify and evaluate problems to reach a solution
• Adaptability to work in a fast-paced, evolving environment.
• Excellent attention to detail and clear communication and resolution skills.
• Analysing complaint data: Identifying trends and providing feedback to relevant departments
• Very good administrative and letter writing skills.
• Enjoys working as part of a team.
• Proficient in the use of Microsoft packages.

What we can offer you: 

• Proven track record for career growth and advancement within the company 
• Market leading training and ongoing professional development  
• Supportive and collaborative team environment 

Benefits: 

• Competitive base salary and Commission structure 
• Quarterly and yearly awards including trips abroad 
• Salary sacrifice pension scheme  
• Generous Holiday allowance, increasing by 1 day per year based on service with the option to purchase an additional 5 days holiday per year 

Leaders Romans Group are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry. 

Leaders Romans Group does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.