Employment Type: Full Time, Permanent
Hours of Work: Shifts to cover Monday - Sunday, 8am - 10pm
Location: Office based
What you’ll do:
As our Complaint Manager, you'll provide exceptional customer service with a personal touch as you play a vital role in our commitment to quality and service.
As part of your everyday role, you will:
1. Embrace the 'phone first' strategy to ensure a personalized approach to the complaints process.
2. Proactively manage your caseload, from workflow allocation to collaborating with customers, internal teams, and suppliers.
3. Adhere to our complaints framework and scenario matrix.
4. Demonstrate the confidence to take ownership and make clear and concise decisions, even in complex commercial scenarios, while maintaining high customer service standards.
5. Identify process and procedural gaps for potential improvement and training.
6. Conduct Root Cause Analysis to pinpoint causes, solutions, and actions for significant reductions in complaints.
7. Communicate effectively and proactively with senior managers and stakeholders.
You’ll have:
We know that the perfect candidate who ticks every box doesn’t exist, so if you’re excited by the role and can do most of the below, please get in touch – you could be exactly what we need!
Ideally, we're looking for:
8. A passion for delivering the personal touch within the complaints process.
9. Proactive caseload management skills.
10. Familiarity with complaint frameworks and scenario matrices.
11. Confidence in taking ownership and making complex decisions without compromising customer service.
12. A knack for identifying process and procedural gaps for potential improvements.
13. Experience with Root Cause Analysis reporting.
14. Strong communication skills to liaise with senior managers and stakeholders effectively.
15. Willingness to engage in complaint workshops and training programs.
16. A focus on providing valuable customer feedback and internal compliance feedback to management.
You’ll get:
We believe in taking care of our team. In addition to joining a rapidly growing company with a fantastic culture and a focus on employee development, you’ll also receive a competitive salary and benefits, including:
17. 25 days’ paid holidays plus bank holidays.
18. A special day off for your or a loved one’s birthday.
19. £500 towards a holiday of your choice.
20. A paid day to volunteer with a charity close to your heart.
21. Friends and family discount scheme.
22. Life assurance for your peace of mind.
23. Social clubs for pet lovers, fitness enthusiasts, gardeners, sustainability champions, nutrition enthusiasts, and more.
24. Exciting social events, including our famous Christmas parties!