Customer Complaints Manager

  • Full Time
  • London

Customer Complaints Manager

Ref: 804100456
Salary: £50-£53K + bens
Consultant: Francesca Randle

Great time to join this growing market leader who is seeking to appoint an experienced Complaints Service Manager. This is a growing business with ambitions to challenge the current status quo of the market. This opening comes at an exciting stage of the business’s development and offers a fantastic opportunity to be part of a team hungry to make a difference. This is a fast-paced organisation with entrepreneurship at its core.

Areas of responsibility:

Accountable for establishing and managing the end to end process governance, controls, monitoring and reporting of all Ombudsman and other related complaints within the organisation
Responsible for establishing and implementing improved controls, monitoring, tracking processes and reporting.
Ensure that key department processes are regularly analysed and reported, enabling any gaps or process failures to be identified, interrogated and improved to avoid further failure and cost.
Measure and help drive improvement to key service processes, such as expression of dissatisfaction and customer complaint escalations ensuring that adherence and compliance targets are being met.
Support and Manage Complaint Team Managers in the identification of complex complaints and any necessary routes to improvement in resolution.
Responsible for the management, monitoring, tracking and analysis behind all complaints, delivering effective feedback mechanisms into the business and improvement strategies and action plans.

Experience and Skills Required:

A proven leader who can execute operational best practice to achieve service excellence
Experience of managing Team Leaders and their team of complaints / customer care executives in a contact centre environment
Experience of working closely with a complaint Ombudsman
Ability to design, implement and manage robust and measurable feedback mechanisms
Customer focused leader with personal strengths of analysis, monitoring and tracking.
Drive, enthusiasm and energy for improving process and procedures.
Proven ownership and accountability for core complaint KPI’s

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