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- Tasks: Lead a team to resolve customer complaints and enhance service quality.
- Company: Join a dynamic customer contact centre focused on improving customer experiences.
- Benefits: Enjoy hybrid working, competitive salary, and additional perks.
- Why this job: Make a real impact by turning complaints into positive experiences for customers.
- Qualifications: Experience in complaints management and team leadership is essential.
- Other info: This is a permanent role with opportunities for professional growth.
The predicted salary is between 40000 - 50000 £ per year.
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 in 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.
Complaints Mgr employer: CCA Recruitment Group
Contact Detail:
CCA Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Mgr
✨Tip Number 1
Familiarise yourself with the company's products and services. As a Complaints Manager, being a subject matter expert will not only help you in resolving complaints effectively but also demonstrate your commitment to understanding the business.
✨Tip Number 2
Brush up on your data analysis skills. The role requires you to analyse performance metrics, so being comfortable with data will help you stand out as a candidate who can drive improvements in the contact centre.
✨Tip Number 3
Prepare for situational interview questions that focus on conflict resolution and team management. Think of specific examples from your past experience where you've successfully managed difficult customer situations or led a team through challenges.
✨Tip Number 4
Network with professionals in the customer service industry. Engaging with others in similar roles can provide insights into best practices and may even lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace Complaints Mgr
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in complaints management and customer service. Use specific examples that demonstrate your ability to lead a team and resolve complex issues.
Craft a Strong Cover Letter: In your cover letter, explain why you are passionate about customer service and how your previous experiences make you a perfect fit for the Complaints Manager role. Mention your leadership skills and your approach to handling difficult situations.
Showcase Relevant Skills: Emphasise your proficiency with Microsoft Office applications and any CRM solutions you've used, such as SAP or Gem Suite. Highlight your analytical skills and how you've used data to improve performance in previous roles.
Prepare for Potential Questions: Think about common interview questions related to complaints management and customer service. Prepare answers that reflect your experience and demonstrate your problem-solving abilities, especially in high-pressure situations.
How to prepare for a job interview at CCA Recruitment Group
✨Showcase Your Complaints Resolution Experience
Make sure to highlight your previous experience in complaints resolution during the interview. Be prepared to discuss specific examples where you successfully managed and resolved customer complaints, especially in a fast-paced environment.
✨Demonstrate Leadership Skills
As a Complaints Manager, you'll be leading a team. Share your experiences in managing teams, focusing on how you motivated your team members and improved their performance. Discuss any strategies you've implemented to enhance team dynamics.
✨Understand the Company’s Products
Familiarise yourself with the company's products and services before the interview. Being knowledgeable will not only help you answer questions more effectively but also demonstrate your commitment and interest in the role.
✨Prepare for Difficult Customer Scenarios
Anticipate questions about handling difficult or vulnerable customers. Prepare to share techniques you've used to diffuse tense situations and ensure a positive customer experience, as this is crucial for the role.
