Complaints Manager

Meridian Business Support

Posted 9 days ago, valid for 22 days

East Grinstead, West Sussex RH19 4LZ, England

Full Time

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Are you an experienced Complaints Manager who would like the chance to make an impact in a forward thinking, collaborative business that offers hybrid working?Our client, a well established, industry leading membership organisation have an exciting Complaints Manager opportunity within their customer service department where you will be responsible for overseeing formal complaints and handling escalations, whilst finding ways to minimise issues through reporting and identifying trends / improvements that can be made for members. In the process you will also be managing, supporting and coaching two team members, encouraging areas of strength and identifying areas of development, whilst contributing to the the workload.As Complaints Manager, your new role will involve:

Overseeing complaints across all aspects of membership, including financial products and services, on-site issues, booking process issues
Ensuring issues are responded to within agreed timescales
Being a contact for escalated, unresolved issues
Managing and supporting two team members, including performance management, coaching, and supporting development
Investigating and replying to complaints, ensuring all information is conveyed to relevant internal and external stakeholders
Reporting on key trends, monitoring feedback surveys and analysing data
Maintaining and updating response templates

I am very interested in speaking with candidates who have experience working as a Complaints Manager or Customer Service Manager, and who has experience in line management and identifying ways to reduce escalations and issues. Salary for this Manager position isc. £34,000 to £36,500 p.a. (depending on experience).Benefits include: hybrid working (working from home), discounts on retail, holidays and gym, assistance towards training courses, private health scheme and more! If you drive, there is free parking close by. If you would be taking public transport, their office is located within 5 minutes walk from the train station - so very easy to get to!“Meridian Business Support is a recruitment specialist acting on behalf of our client as an Employment Agency for this vacancy.”

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