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Ingeus Careers•Stockton, CA

1d•$31,000•Hybrid

About The Position

We are pleased to offer an opportunity for an experienced and motivated colleague to step into the role of Customer Relations Team Coach, based out of Stockton on Tees. This is a great opportunity for someone who is passionate about quality, coaching, and continuous improvement, and who is ready to support and develop Case Officers while ensuring excellent outcomes for our customers. About the role: Reporting to the Customer Relations Team Leader, the Customer Relations Team Coach plays a vital role in ensuring complaints, Freedom of Information (FOI) requests, and Subject Access Requests (SARs) are managed within service levels and to an exceptional standard. You will support the development of the team, provide quality assurance, and take ownership of more complex and high‑profile cases, contributing to a professional, high‑performing service.

Requirements

Strong organisational and prioritisation skills
Excellent people, communication, and listening skills
Proficient IT skills, including MS Office
Strong analytical and quality‑focused mindset
Ability to work under pressure and remain adaptable
Collaborative approach with a drive for excellence
Good understanding of internal processes and team interdependencies

Nice To Haves

Experience within a Complaints or Customer Relations role
Knowledge of PIP and WCA services and systems
Understanding of GDPR, the Equality Act, and safeguarding

Responsibilities

Supporting the Team Leader with the day‑to‑day development and performance of Case Officers
Ensuring complaints are logged, allocated, monitored, and progressed appropriately
Undertaking quality checks and assurance activity, identifying best practice and development needs
Coaching colleagues to improve the quality and consistency of final responses
Handling complex cases including Independent Case Examiner, Professional Body, and Parliamentary queries
Monitoring shared mailboxes to ensure timely, high‑quality responses
Supporting daily, weekly, and monthly performance reporting and data collation
Championing process improvements and contributing to continuous service enhancement
Supporting team communications, meetings, and engagement activity
Deputising for the Customer Relations Team Leader when required
Maintaining strong knowledge of policies relating to compliance, quality, and data protection