Customer Care Manager / Assistant Customer Care Manager (Complaints Handling)
Location: Warwick
Contract Type: Permanent - Full time and part time available
Industry: Financial Services & Insurance
Do you thrive on delivering exceptional customer experiences?
Our client, a well-established organisation within the financial services and insurance sector, is seeking a Customer Care Manager or Assistant Customer Care Manager to join their growing team in Warwick.
This is an exciting opportunity for an experienced customer service professional with a passion for complaints resolution, continuous improvement, and customer satisfaction. You'll play a key role in ensuring customers receive outstanding support while helping to drive positive change across the business.
The Role
As part of the Customer Care team, you will oversee the complaints handling process from initial receipt through to resolution, ensuring fair, timely, and customer-focused outcomes. You will also identify trends, recommend improvements, and contribute to enhancing the overall customer journey.
Key Responsibilities
- Manage customer complaints from investigation through to resolution.
- Ensure complaints are handled efficiently and in line with regulatory and company standards.
- Analyse complaint data to identify recurring themes and root causes.
- Work closely with internal departments to implement improvements and reduce future complaints.
- Provide guidance, coaching, and support to team members on complaint handling best practice.
- Monitor customer feedback and present insights to senior stakeholders.
- Maintain accurate records and reporting to ensure compliance requirements are met.
- Drive initiatives that enhance customer satisfaction and service delivery.
About You
We're looking for someone who can combine strong customer service skills with a proactive and solution-focused approach.
Essential Skills & Experience
- Previous experience in complaints handling and customer service.
- Strong communication and relationship-building skills.
- Excellent problem-solving and conflict-resolution abilities.
- Analytical mindset with the ability to identify trends and recommend improvements.
- Strong organisational skills and attention to detail.
- Ability to work effectively in a fast-paced environment.
Desirable
- Experience within financial services, insurance, banking, or a regulated environment.
- Previous supervisory, team leader, or management experience.
- Experience developing processes, training, or quality improvement initiatives.
What's on Offer?
- Competitive salary and benefits package.
- Health and wellbeing benefits.
- Pension scheme.
- Ongoing professional development and career progression opportunities.
- Supportive and collaborative working environment.
- The opportunity to make a genuine impact on customer experience and business performance.
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Customer Service (Complaints Handling) in Warwick employer: Adecco Portugal
Join a leading organisation in the banking sector as a Product Owner, where you will play a pivotal role in enhancing customer journeys through innovative automation and AI solutions. With a strong commitment to employee growth, our inclusive work culture fosters collaboration across diverse teams, ensuring that your contributions are valued and impactful. Located in the vibrant areas of Bristol Harbourside or Edinburgh, we offer a competitive remuneration package and the flexibility of hybrid working, making this an excellent opportunity for those seeking meaningful and rewarding employment.
