Great opportunity to join a nationally renowned organisation Based in Watford with hybrid working About Our Client The company is a rapidly growing organisation with a commitment to providing outstanding customer experiences. They are known for their innovative services and focus on quality in their operations. They are currently recruiting for a Customer Service and Complaints Manager to join their successful customer service department based in Watford. Candidates will need to have experience leading teams of 10, as well as a background in a highly regulated environment. Experience leading a customer service team who work with vulnerable customers is highly advantageous. Job Description Manage the contact centre team to deliver excellent customer service. Develop and implement strategies to improve operational efficiency. Monitor customer interactions to ensure quality and compliance with standards. Analyse performance metrics and prepare detailed reports for senior management. Handle escalated customer issues and provide effective resolutions. Collaborate with other departments to enhance customer service processes. Oversee training and development programmes for contact centre staff. The Successful Applicant A successful Customer Service and Complaints Manager should have: Previous experience in a contact centre or customer service management role, leading teams of 10 within a highly regulated industry. Strong leadership and team management skills. Proficiency in analysing data and using CRM systems. Excellent communication and problem-solving abilities. A proactive approach to improving processes and customer satisfaction. What's on Offer Competitive salary negotiable depending on experience 26 days annual leave plus bank holidays Up to 10% bonus A permanent position within a reputable organisation. Opportunities to shape the customer service strategy and drive improvements. Supportive and professional work environment. Contact Sonia Shah Quote job ref JN-072025-6786199 Phone number 44 172 773 0136