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Complaints Manager
Location: East Grinstead, with a hybrid working pattern
Salary: 35k - 37k
Benefits include: 35-hour week, private medical insurance, discounted gym membership, money towards training, free parking onsite, discounts across retail, travel and hospitality
Purpose of the Complaints Manager Role:
This role involves overseeing the resolution of formal complaints and supporting a small team to ensure exceptional customer service. Acting as a key escalation point, you will work closely with various teams to identify trends, improve processes, and enhance overall service quality.
Key Responsibilities of the Complaints Manager:
- Champion customer service excellence, driving high satisfaction levels across all interactions
- Oversee and contribute to the resolution of formal complaints, ensuring timely and professional outcomes
- Monitor and report on complaint trends, providing actionable insights to improve processes
- Provide support and guidance to team members, promoting best practices in handling complaints
- Investigate and resolve escalated complaints, ensuring thorough and balanced responses
- Collaborate with internal teams to ensure consistent and effective communication and resolution
- Maintain and update response templates to standardise communications
- Support recruitment and training efforts as required
- Participate in events, training sessions, and site visits when necessary
- Continuously seek opportunities to enhance the customer experience through process improvements
Key Skills & Experience:
- Strong background in complaint management, customer service, and resolution
- Excellent written and verbal communication skills
- Attention to detail with strong analytical and problem-solving abilities
- Ability to prioritise effectively and adapt to changing circumstances
- Confident working collaboratively with teams across the organisation
- Comfortable managing sensitive data and maintaining confidentiality
- Proficiency in using IT systems, including spreadsheets and word processing tools
Salary 35k - 37k plus excellent company benefits
Refer a friend and earn up a retail voucher of your choice up the value of 500. Full details can be found on our website.
Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.
By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.
Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
