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Network Compliance Manager (Field Based)

Join our Quality Network Compliance Team and Ensure High Service Levels to Members, by Providing Pro-Active Solutions for Sustainable Positive Change.

  

Location: Field Based (1x Scotland, 1 x Southeast Region)

Reporting to: Service, Quality & Compliance Manager UK & Group

Position Type: Full-Time, Permanent

Working Hours: Monday - Friday, 40 per week

                              

 

Key Partners   

  • Member Support and Compliance
  • Operations Team
  • Warehouse Team
  • Depots/Members
  • Management Team
  • Key Account Managers
  • Business Development Manager

Key Activities   

  • Training new & existing members on best practice
  • Monitoring & Reporting
  • Member engagement
  • Complaint Handling/Escalations
  • Training and Developing
  • Providing expert advice & guidance

Core Value   

  • Ensuring high service levels to members, providing pro-active solutions for sustainable positive change
  • Supporting members to work at their very best to ensure service levels are high - contributing to member retention
  • Help create an engaged membership to support the Company vision and objectives
  • Delivering projects on time to  improve departmental KPI's

Key Customers     

  • Members
  • Corporate Customers
  • Operations Team
  • All employees
  • Customer Service Team

Key Resources   

  • Nexus system
  • Policies & Procedures
  • Rule Book – Member Service Agreement
  • Departmental Processes

Customer Relationships, Service and Delivery 

  • Timely, professional, and accurate response
  • Deliver on promises
  • Regular communication and updates

Company Values      

  • Honesty
  • Sustainability
  • Transparency
  • Commitment
  • Mutually Beneficial Relationships
  • Innovation

Strengths, Skills and Competencies     

  • Ability to work well independently & part of a team
  • Ability to work under pressure
  • Build & maintain strong working relationships
  • Confidence to problem solve & make decisions

 Key Deliverables and how you capture value   

  • Feedback from customers / Members
  • Reduction in customer related issues and contact – increased member to member communication
  • KPI outcomes

 

Role Specific Responsibilities

  • Ensure members are trained, installed, and deployed effectively across the group.
  • Ensure escalations are managed timely and to a high standard of support in line with the MSA.
  • Liaise closely with Head of Network team to so that proactive measures are taken timely.
  • Conducting regular reviews with members who need to improve compliance standards.
  • Ensure Depot Reviews are progressed, and actions are completed.
  • Monitoring and improving KPIs / Outcomes.
  • Defining and developing processes and procedures as and when required.
  • Ensure Nexus is accurate and utilised.
  • Ensure fines are processed in line with processes and procedures.

 

 

If you are interested in the role please can you send your CV and cover letter to Nick Antill-Holmes (nantill-holmes@pallex.co.uk) and HR (Recruitment@pallex.co.uk)

STRICTLY NO AGENCIES PLEASE - We work with a carefully selected set of recruitment agencies, and we are not looking to add to our approved supplier list at this time.