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 attributes:
* Proven Experience in a Customer Care manager / Supervisor role
* Flexible approach to working hours to provide cover, on a rota basis
* Organised and self-motivated with excellent attention to detail
* Absolute sense of ownership, expediency, tenacity and resilience
* Ability to prioritise, work at a pace when required and under pressure
* Tenacity and initiative to gather information and investigate cases on a wide range of issues
* Work proactively and flexibly to manage workload, so cases are dealt with within regulatory and legal timescales, responding to urgent requests for assistance when handling customer issues.
* Good commercial understanding and decision-making skills to make the best use of budget and other resources in line with customer needs
* Establish the cause of the customer complaint and bring it to a resolution whilst effectively managing customer expectations
* Ability to build strong relationships with stakeholders throughout the business, influencing where necessary to get the best outcome for the customer
* In-depth cross-functional knowledge of the company's products, processes and procedures
* Knowledge and understanding of company systems
* Ability to identify complaint trends and recommend best practice or different ways of doing things
What You'll Receive in Return:Modern Facilities: The recently refurbished headquarters in Milton Keynes offers amenities such as an onsite café, hot desks, and free parking.Technology: Contingent workers receive their own laptop.
Working hours: 35 hours per week on a rota between 08:00 - 18:00 with a 1-hour break. Shifts are 08:00 - 16:00, 09:00 - 17:00 or 10:00 - 18:00. Once every two weeks, you are required to work 10:00 - 18:00.Location: 3 days in the office, 2 days WFH. For the first 2 - 4 weeks you will need to be office-based for training purposes.
Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk