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 and play a vital role in our commitment to quality and service.
In your daily role, you will:
* Embrace the 'phone first' strategy to ensure a personalized approach to handling complaints.
* Manage your caseload proactively, including workflow allocation and collaboration with customers, internal teams, and suppliers.
* Follow our complaints framework and scenario matrix.
* Take ownership and make clear, concise decisions, even in complex commercial scenarios, while maintaining high customer service standards.
* Identify process and procedural gaps for improvements and training opportunities.
* Conduct Root Cause Analysis to identify causes, solutions, and actions for reducing complaints significantly.
* Communicate effectively and proactively with senior managers and stakeholders.
What we’re looking for:
We know the perfect candidate doesn’t exist, but if you’re excited about the role and can do most of the following, we want to hear from you:
* A passion for delivering a personal touch in the complaints process.
* Proactive caseload management skills.
* Familiarity with complaint frameworks and scenario matrices.
* Confidence in taking ownership and making complex decisions without compromising customer service.
* Ability to identify process and procedural gaps for improvements.
* Experience with Root Cause Analysis reporting.
* Strong communication skills to liaise effectively with senior managers and stakeholders.
* Willingness to participate in complaint workshops and training programs.
* Focus on providing valuable customer feedback and internal compliance feedback to management.
What you’ll get:
We believe in taking care of our team. Along with joining a rapidly growing company with a fantastic culture and focus on employee development, you will receive a competitive salary and benefits, including:
* 25 days’ paid holidays plus bank holidays.
* A special day off for your or a loved one’s birthday.
* £500 towards a holiday of your choice.
* A paid day to volunteer with a charity close to your heart.
* Friends and family discount scheme.
* Life assurance for peace of mind.
* Social clubs for pet lovers, fitness enthusiasts, gardeners, sustainability champions, nutrition enthusiasts, and more.
* Exciting social events, including our Christmas parties!
Who we are:
We’re Travel Chapter – the holiday home people – and we’re dedicated to showcasing great places to stay in the UK. From a small South West holiday letting agency, we’ve grown into one of the industry’s market leaders, maintaining a strong family ethos and core values. Our caring and collaborative culture inspires and motivates us daily.
Our people are at the heart of everything we do. We foster an inclusive environment where everyone is welcome. We encourage boldness, new ideas, and pushing boundaries every day.
We’re passionate and pragmatic, learning from mistakes and continuously evolving. We value diversity and are committed to inclusivity. Please inform us if you need any adjustments in the application or selection process—we’re happy to assist.
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