Complaints Mgr - CCA Recruitment Group : Job Details

Role: Complaints Manager

Location: Watford - hybrid working (3 days office 2 days at home)

Salary: Up to £50,000 DOE + benefits

Term: Permanent

Hours: 37 hours per week

CCA Recruitment are delighted to be partnering with a client to deliver recruitment for a Complaints Manager their customer contact centre. Leading a team handling complaints for their customers to make decisions, to enhance customer service. Experience of working as a Complaints Manager in a fast-paced customer contact centre environment is essential for this role.

Do you have complaints resolutions experience within a customer focused environment?

Have you previously led a Complaints team?

Previous experience of working within complaints resolution is essential for this Complaints Manager role. As a Complaints Manager working for the operation division you are responsible for ensuring that customers receive a timely and positive response to their complaints, achieving high rates of satisfaction. On occasion customers may be vulnerable or stressed and your goal must be to do everything possible to ensure a positive customer experience through resolving their complaint.

The Complaints Manager role will be on a permanent basis.

Duties of the Complaints Manager will include:

• Manages/supervises the daily management & acts as an expert in a customer contact related discipline.
• Has strong knowledge of company products with a view of being a subject matter expert to agents & colleagues.
• Solves complex problems when they arise whilst being innovative in their approach.
• Understands customers needs & is able to manage/diffuse tense or difficult customer situations.
• The ability to make decisions guided by functional support.
• To demonstrate success in managing & improving absence within a contact centre
• Review & improve AHT (Average Handling Time) within your team.
• Shows accountability in managing & closing complaints within Internal timeframes.

Skills and experience of the Complaints Manager:

• Proven People Management experience within complaints handling
• Experience of leading a team within a customer service environment
• Ability to use Microsoft Office Applications · Knowledge of CRM solutions e.g. SAP/Gem Suite
• Experience in analysing & using data to support development & performance of Contact Centre Agents

Experience of working as a Complaints Manager in a fast-paced customer service centre environment is essential for this role. Please follow the link to apply.

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