Complaints Manager

CCP

Posted 7 hours ago, valid for 15 days

East Grinstead, West Sussex RH19 4LZ, England

Full Time

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Sonic Summary

CCP is seeking a hands-on Complaints Manager for a leading business in the holiday and leisure industry.
The role involves managing a small team, resolving customer complaints, and enhancing member experience, with a salary range of £35,000 - £36,000.
Candidates should have strong complaints management and customer service experience, along with proven leadership and coaching abilities.
The position requires a hands-on approach and excellent communication skills, with an ideal candidate being tech-savvy and able to work under pressure.
A minimum of several years of experience in complaints management is preferred, and the role offers a hybrid work model after initial onboarding.

CCP is delighted to partner with a fantastic business in the holiday and leisure industry. We’re on the lookout for a hands-on Complaints Manager to lead a small team, manage formal complaints, and enhance the overall member experience. This is a great opportunity for someone who thrives on coaching and developing a team, while also being proactive in handling escalations and delivering exceptional customer service. Key Responsibilities

Managing and resolving customer complaints, ensuring a high standard of service
Taking ownership of escalations, speaking with customers to find solutions
Coaching and supporting your team through regular 1-2-1s
Investigating complaint trends and working on process improvements
Maintaining response templates and assisting with recruitment
Collaborating cross-functionally to enhance the overall customer experience

Ideal Candidate

Strong complaints management & customer service experience
Proven leadership & coaching skills – able to develop and motivate a team
A hands-on approach – happy to jump on the phones when needed
Excellent written & verbal communication skills
Analytical mindset – detail-oriented and solutions-focused
Ability to work under pressure and adapt to changing priorities
Tech-savvy – experience with Google Docs/Sheets, Word, Excel, etc.

Salary - £35,000 - £36,000 Logistics First 6 weeks: Full-time in-office for onboardingAfter 6 weeks: Hybrid (3 days in-office, 2 days remote) About CCP CCP are experts in Customer Operations and CX recruitment. Our network is vast, and since 2007 we've built an incredible reputation for successfully partnering with brands looking to hire and supporting candidates looking to secure a new role, whilst consistently delivering great service.

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