Complaints Team Leader
Permanent
Based in Basildon
0800-1700
£34000 per annum
As the Customer Complaints Team Leader, you will also oversee a team of administrators who handle incoming stage 1, stage 2, and ombudsman complaints. Your role will involve analysing customer feedback gathered through various channels and developing a comprehensive service improvement plan that prioritizes the customer journey and satisfaction.
Key attributes to this role are as follows:
* Day-to-day administration of any new complaints/dissatisfaction surveys received (via email, website, live chat, Trustpilot)
* Ensure complaints are handled in line with our complaints process including investigation to the relevant manager.
* Monitoring and accurately recording of all complaints/dissatisfaction surveys received, ensuring that investigation/response deadlines are adhered to; requesting regular updates from management.
* Daily provision of advice and guidance to operational colleagues on the handling of often complex and detailed complaints; including reviewing/formatting of draft responses prior to issue by site.
* Providing administrative support in relation to those complaints being investigated/adjudicated.
* Maintenance of Stage 1, 2, Ombudsman, Aftercare, dissatisfaction surveys registers, ensuring all are kept up to date, by recording the details of complaint, status, timeframes for response and final outcome.
* Be involved in the development of a central feedback system for tracking and reporting on complaints and customer surveys feedback to ensure consistency and ISO compliance
* Communicate with staff to gain information for complaint/dissatisfaction surveys investigation and to convey policies.
* Where necessary provide admin support for the coordination of training including DA virtual sessions, customer care training etc.
* Liaise with client team on complaint responses and investigations.
* Provision of ad hoc data and information to the Senior Management Team and Board where required.
* Reviewing statistics on customer feedback and providing weekly monthly feedback to the business and client, on recommended areas of improvement and priorities.
* Developing cases studies of best practice to share as part of training and/or inductions of new starters.
* Facilitate Customer experience and satisfaction through the effective management and monitoring of communication channels.
* Promoting positive behaviours by sharing positive feedback with the business and recognising good performance by nomination via company's Recognition Hub/benefits portal e.g. work perks vouchers/eCard 'Thank you'.
* Good project management skills
* Good interpersonal skills
* Good IT skills/ability to use IT systems
About You
We are seeking an experienced and motivated person to manage and develop our team in a busy office setting. The ideal candidate will be responsible for overseeing daily operations, ensuring team performance, and promoting a positive workplace culture. This role requires strong people management skills, effective communication, and the ability to motivate and inspire a diverse team.
Desirable Qualification: Level 3 in Customer Service
Benefits
* Profit Share Discretionary Annual Bonus Scheme
* 26 Days Holiday plus Bank Holidays
* Enhanced Pension Plan
* Private Health Insurance or Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
* Life Assurance & Accident Cover
* Share Save
* Enhanced Maternity & Paternity Pay
* Work Perks Discounts & Vouchers
* Buy & Sell Holiday Schemes
* Flexible Working & Flexible Bank Holidays
* Cycle to Work
* Volunteering (2 days paid)
* Learning & Development Opportunities
* Extensive Wellbeing Support, including EAP
* Loyalty & Values Awards
* Funded Professional Subscription