Job title: Complaints Team Manager
Department: Complaints
Location: Halifax or Peterborough
Hours: 37.5 hours per week
Salary: Competitive
We’re looking for a Complaints Team Manager to be part of our success story.
**Listed in the 2022 Sunday Times 100: Britain’s fastest-growing private companies.
**Great career development opportunities – grow with us.
About the role
To manage the Complaints department, driving performance through objective setting and working towards team and individual targets and with stakeholders to track and improve customer resolutions
Key responsibilities
* Manage high level and escalated complaints, keep all parties updated, implement resolution plans, and deliver excellent customer service
* Communicate with customers effectively and attend customer meetings when required
* Responsible for team quality, coaching, strategic customer meetings, complaint
account management and project work
* Provide help and guidance to team members with complaint escalations
* Build strong working relationships internally and externally
* Be a positive influence in the team, motivate, and assist in achieving team targets
* Act as a referral point for the team and other areas of the business for complex complaints
* Maintain a good knowledge of all processes and procedures in each department. Run and attend refresher and update training sessions
* Act as an ambassador for the Group Values in partnered business areas, ensuring that the link between culture and strategy is understood and that the values are embedded in every stage of the colleague life cycle
* Any other tasks defined from time to time as required on an ad hoc basis
Skills and experience
* Exceptional communication skills, both written and verbal
* Good problem-solving skills
* Pragmatic and analytical thinking
* Good understanding of operational processes and procedures
* Excellent time management skills and evidence of self-motivation
* Good knowledge of Microsoft Office in particular Excel
* Ability to build and maintain good relationships with customers and partners at all levels.
* Customer focused attitude and experience
* Previous people management experience (desirable)
* Internal or external auditing / quality management (desirable)
Benefits
* Hybrid working available
* 33 days holiday (including bank holidays)
* Personal health cash plan – claim back the cost of things like dentist and optical check ups
* Enhanced maternity / paternity / adoption / shared parental pay
* Life assurance: three times basic salary
* Free breakfasts and fruit
* Birthday surprise for everybody!
What you can expect from us
At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices or working from home, we'll make sure you have all the support you need to succeed.
From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we’ll go out of our way to show how much we appreciate you.
We also love to have fun together, and our whole company summer and Christmas parties are pretty legendary!
A bit about us
Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.
We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.
Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
Purpose: Make someone's bad day better
Values:
* Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
* Strive for better – Be bold. Challenge the norm – make small improvements often.
* Win together – Be a team-player. Win together, learn together, respect each other.
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