Job Description Join Our Dynamic Team as a Complaints Manager! Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you! What will you be doing? Build a robust complaints process and ensure effective handling of customer complaints, aiming to resolve issues and improve customer satisfaction. Receive, document, investigate, and resolve complaints, communicating with customers to provide updates and resolutions. Measure and analyse the root cause, working with the wider business on improvements. Main Accountabilities: Design, implement and manage the complaints process Work with stakeholders across the business to understand the root cause of issue, creating a continuous feedback loop Report on process failures working with the QMS manager Maintaining open and clear communication with customers throughout the complaint process is essential, providing updates, explaining actions taken, and ensuring the customer understands the resolution Set communication standards including reporting on all complaints Provide training and guidance to staff on handling complaints, ensuring consistent and effective practice Daily, weekly, monthly reporting on cases Manage complaints that escalate to legal Provide reports to the senior leadership team on complaints on a monthly basis Manage the team of 3 people, conducting 1-2-1 and performance reviews Person Specification: Strong communication skills Customer centric minded and proven experience. Minimum 4 years of experience in a customer complaint role Able to have difficult conversations with positive outcomes Experience reporting and analysing data Written, Verbal and Numerical literacy is a must Must be organised and attention to detail oriented Experience with ombudsman What else looks good for this role: Willing to learn Ability to work as a part of a team Confidence to take ownership of requests until completion OFCOM understanding