Job description
Job Summary
Working hours: Monday to Friday 8:30am -5pm (37.5 hours)
Salary: £36,000 p/a
We are seeking a dedicated and experienced Customer Service and Claims Manager to lead our Customer Service team. The Customer Service Department at MJ Quinn is responsible for ensuring high levels of customer satisfaction, managing customer complaints, and overseeing claims resolution. The department plays a strategic role in maintaining strong relationships with internal teams and external stakeholders while driving continuous improvement initiatives to enhance service quality and operational efficiency.
Who are MJ Quinn
MJ Quinn Integrated Services Ltd is a UK-based company specialising in delivering end-to-end infrastructure services across multiple industries, including telecommunications, utilities, and mechanical and electrical engineering. Established with a commitment to quality and innovation, MJ Quinn provides tailored solutions that integrate design, installation, maintenance, and project management. The company partners with leading organisations to execute complex projects, leveraging cutting-edge technology and a skilled workforce to ensure efficient and reliable service delivery. MJ Quinn’s customer-focused approach and dedication to sustainability have solidified its reputation as a trusted provider in the infrastructure services sector.
Job objective
* Lead and manage the Customer Service Team, ensuring effective performance and high standards of service delivery.
* Develop and implement strategies to enhance the customer service function, ensuring alignment with MJ Quinn’s values and reputation.
* Oversee the team responsible for handling customer complaints, ensuring resolution within agreed timescales and to the satisfaction of all stakeholders.
* Work collaboratively with senior management, Field Teams, Operational Support, and Business Improvement to drive service enhancements and resolve systemic issues.
* Provide leadership in managing damage claims and ensure accountability across engineering teams where appropriate.
Duties and responsibilities
* Lead, mentor, and develop the Customer Service Team to ensure high levels of performance, engagement, and professional growth.
* Define and oversee the execution of an effective complaint management strategy, ensuring timely escalation and resolution.
* Work closely with the Client (Openreach) on review calls, providing strategic insights and data-driven analysis.
* Ensure that complaint data is accurately recorded, analysed, and used to drive operational improvements.
* Oversee the tracking, reporting, and closure of complaints, ensuring accountability at all levels.
* Conduct root cause analysis of complaints and implement corrective actions in collaboration with Field Teams and Quality Assurance.
* Establish key performance indicators (KPIs) and monitor team performance against service level agreements (SLAs).
* Build and maintain strong working relationships with Openreach and MJ Quinn Field Teams to enhance collaboration and service efficiency.
* Manage and provide oversight on complex and high-level customer complaints, ensuring prompt resolution and customer satisfaction.
* Oversee and manage the claims handling team, ensuring damage claims are processed correctly, fairly, and in full compliance with company procedures and industry regulations.
* Ensure that claims are investigated thoroughly and that appropriate charges are allocated to engineers where applicable.
* Analyse CSAT (Customer Satisfaction) data, identifying trends and providing coaching insights for team members and operational leads.
* Lead the development and continuous improvement of customer service processes, positioning the department as a centre of excellence within the business.
* Ensure adherence to MJ Quinn’s Quality Standards, Company Handbook, and Policies & Procedures.
* Champion data protection, security, and compliance standards across all customer interactions and data handling processes.
Experience
* Experience in a senior customer service management role, preferably within telecoms or engineering-related industries.
* Strong leadership and people management skills, with the ability to build, develop, and motivate a high-performing team.
* Proven ability to develop and implement customer service strategies that improve efficiency and customer satisfaction.
* Excellent analytical and problem-solving skills, with the ability to identify root causes and drive process improvements.
* Strong communication and stakeholder management skills, with experience in working with clients, senior management, and cross-functional teams.
* Ability to manage high-pressure situations, ensuring effective resolution of complex customer complaints.
* Experience in data-driven decision-making, utilizing customer feedback and performance metrics to enhance service delivery.
* Strong organizational skills, with the ability to manage multiple priorities and ensure operational excellence.
* Proficiency in relevant IT systems, CRM platforms, and reporting tools.
Desirable
* Experience within the telecoms or engineering sectors.
* Background in working with client relationships.
* Experience in driving customer service process improvements.
* Certifications in customer service management, complaints handling, or leadership training.
* Knowledge of industry regulations related to customer service and claims handling.
* Experience with complaint root cause analysis and implementing service improvements.
* Training and coaching experience to develop customer service teams.
Essential
* Proven experience in a senior customer service management role.
* Experience managing a team responsible for complaints and claims resolution.
* Strong background in handling high-level complaints and claims in a regulated industry.
* Experience in working with key stakeholders, including clients and senior management.
* Relevant professional experience in customer service management.
* Strong understanding of claims management and compliance requirements.
* Demonstrable experience in data-driven decision-making.
Diversity Statement
MJ Quinn’s are committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & maternity, race, religion or belief, sex or sexual orientation.
We welcome applications from a diverse range of candidates regardless of their background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.
We invite enthusiastic candidates who are passionate about delivering outstanding customer experiences to apply for this exciting opportunity.
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