Client Care Department
The Client Care Department deal with unique matters that may require creative problem-solving skills to resolve. They are in consistent communication with other departments providing support and sharing knowledge. They oversee the ID process for the company as well as companywide complaints.
Summary of Key Responsibilities and Role
• To lead a team of Client Care staff.
• To deal with unique Client Care enquiries.
• To contribute to the development and improvement of business processes.
• To make effective use of case management systems and ensure efficient use of time and resources within the team.
• To liase with other departments to provide support, gather information and assist with forming complaint responses.
Primary Responsibilities
• Deal with intricate Client Care enquiries and matters such as deputyships and disputes with local authorities in relation to long term care funding.
• Lead the day-to-day operations of the department, ensuring work is fairly allocated, high standards are maintained and as a leader you are actively involved in the workload.
• Support your team’s development through regular one-to-one meetings.
• Drafting various client letters, legal documents, and correspondence.
• Assisting teams and directors with all manners of Complaint Responses.
• Manage the complaint workflows and create monthly reports for TL’s/Directors
• Oversee and assist the team with care funding disputes and deputyships.
• Defending trusts in the event of divorce of a beneficiary or other third-party claims on the trust, plus other correspondence regarding will disputes.
• Involvement in updating and creating company policies.
Additional Responsibilities
• Encouraging your team, providing support and ongoing training and to the wider business
• Dealing with complaints in a professional and timely manner.
• To make appropriate recommendations for service improvement.
• To attend and complete relevant training.
• To co-operate with and take part in the business’s appraisal process.
• Make effective use of case management systems, Microsoft, and email systems.
• Sending flowers, refunds, or other gestures of good will to clients where required
• Involvement in the development of process and training for both staff and consultants in the departmental processes and methodology of solving the cause of common issues and complaints.
• To attend and represent the Client Care Team at the Team Leader meetings.
Key Knowledge & Required Skills
• Professional client approach.
• Ability to be able to motivate, support and lead a team to deliver goals and deadlines.
• Strong communicator with the ability to adapt to everyone.
• Ability to be resilient, calm and solution focused.
• Confident in making decisions.
• Willing to delegate.
• Organised and adaptable.
• Good inter-personal skills and understanding manner.
Desirable
• Team leader experience
• Legal Knowledge
• Complaints experience
