We are hiring!
Our team in Selkirk, Scotland, is hiring a Complaints Manager on a full-tie basis.
The role of Complaints Manager reporting to the Head of Service Centre plays a pivotal role in ensuring that all escalated issues are handled in line with company standards and regulatory requirements, while driving continuous improvement in complaint handling processes. Working closely with the workstream Operations Managers and other key stakeholders, the Complaints Manager contributes to the overall success of the Service Centre by enhancing customer satisfaction and protecting brand reputation.
Responsibilities:
Complaint Resolution
1. Lead the end-to-end management of customer complaints, ensuring timely and effective resolution.
2. Investigate complex issues, liaise with internal departments, and provide clear, accurate responses.
3. Ensure all complaints are logged, tracked, and reported in accordance with company policy.
Customer Advocacy
4. Act as the voice of the customer within the Service Centre, identifying recurring issues and trends.
5. Champion improvements to processes and policies that reduce complaint volumes and improve customer experience.
Team Support & Collaboration
6. Support Service Centre Agents in handling difficult or escalated customer interactions.
7. Provide coaching and guidance to team members to improve complaint handling skills.
8. Collaborate with the Performance Manager and Training Manager to identify training needs and deliver targeted support.
Reporting & Compliance
9. Maintain accurate records of complaints and resolutions for audit and compliance purposes.
10. Produce regular reports on complaint trends, root causes, and resolution times.
11. Ensure adherence to regulatory standards and internal service level agreements.
Continuous Improvement
12. Analyse complaint data to identify opportunities for operational improvements.
13. Contribute to cross-functional initiatives aimed at enhancing customer satisfaction and service delivery.
Team motivation
14. Host Agent/Manager Forums to ensure understanding of Agent issues.
15. Review systems and make continuous improvement recommendations to Head of Service Centre.
Qualifications and Requirements:
16. Preferred: Higher Education.
17. Preferred: Strong background in customer service and complaint resolution, ideally within a Contact Centre or service environment.
18. Excellent communication and interpersonal skills, with the ability to manage sensitive conversations.
19. Analytical mindset with experience in data interpretation and reporting.
20. Proven ability to work collaboratively across teams and influence change.
21. Knowledge of regulatory standards and complaint handling best practices.
Why work with Circet?
22. Be part of a company that encourages involvement, diversity and inclusion
23. Be part of a company that nurtures excellence and develops leaders
24. Be part of a company that encourages personal development and career progression through our further education programme, mentoring programme and pathway programme
25. Be part of a company that is dedicated to making a difference through our Corporate Social Responsibility
26. You will get a competitive salary and a benefits package which includes 28 days annual leave per annum, life assurance, access to Employee Assistance Programmes and access to career developmental opportunities.