Job Description
Role: Customer Care / Complaints Manager
Start ASAP
Hourly rate: Competitive
Duration: 6 Months
Overview:
The key purpose of this role is to investigate, manage and resolve escalated and complex complaints, provide a customer-centric approach to handling dissatisfaction and deliver an outstanding customer experience.
Responsibilities:
* Apply confidence and creativity as a communicator to calls and correspondence with customers.
* Demonstrate empathy with customers on the telephone and in writing, produce high-quality written correspondence, using correct grammar, spelling, language and tone of voice. Manage and resolve escalated and complex customer complaints, including those of a technical nature, product liability, legal cases and high-profile customers.
* Treat all cases fairly and on an individual basis.
* Use initiative and decision-making skills to identify the issue and drive through a swift and effective resolution
* Accurately record all complaints, actions, findings and corrective activity.
* Proactively identify trends and lessons learned, and use feedback to improve and promote best practice.
* Provide feedback on this information to relevant areas of the business with recommendations to address areas of shortfall.
What You'll Need to Succeed: The ideal candidate for the role will have the following attribu...