At a Glance
- Tasks: Manage customer complaints and ensure effective resolutions while collaborating with various teams.
- Company: Join a valued distribution client in Coventry with a focus on customer satisfaction.
- Benefits: Competitive salary, attendance bonus, and permanent position with day shifts.
- Other info: Opportunity for growth in a supportive and dynamic work environment.
- Why this job: Make a real difference by resolving customer issues and improving service quality.
- Qualifications: Experience in customer complaints management is essential.
The predicted salary is between 30000 - 32000 £ per year.
AMJ Recruitment are looking for a Customer Escalations/Complaints Manager to join our valued Distribution Client based in Coventry, CV2.
Pay Rate - £27000 + £100 per month attendance bonus = £28200 per annum
Shifts: Day Shifts (5 days out of 7) - 40 hours per week.
Term - Permanent Start Date - ASAP Experience - Customer Complaints / Escalations Management experience is essential Key Responsibilities Customer Complaint Management ?
Handle incoming customer complaints via telephone, email, and written correspondence. ?
Serve as the main point of contact for customers throughout the complaints process. ?
Listen actively, demonstrate empathy, and communicate professionally to understand customer concerns. ?
Conduct thorough investigations into complaints, gathering information from relevant teams and stakeholders. ?
Provide customers with regular updates and manage expectations throughout the resolution process. ?
Deliver complaint outcomes clearly and professionally, ensuring customers understand the resolution provided.
Resolution and Case Management ?
Take ownership of complaints from initial contact through to final resolution. ?
Work collaboratively with internal departments to identify root causes and implement appropriate solutions. ?
Escalate complex or high-risk cases to senior management where necessary. ?
Ensure all complaints are handled in accordance with company policies, regulatory requirements, and service standards. ?
Monitor complaint resolution times and ensure agreed service level targets are achieved.
Record Keeping and Reporting ?
Accurately log all complaints, actions taken, communications, and outcomes within the company's systems. ?
Maintain detailed and auditable complaint records. ?
Produce regular reports on complaint volumes, trends, root causes, and resolution performance. ?
Identify recurring issues and areas for improvement based on complaint data.
Stakeholder and Department Feedback ?
Provide constructive feedback to relevant departments regarding customer concerns and service failures. ?
Work with operational teams to identify corrective actions and prevent repeat complaints. ?
Support continuous improvement initiatives by sharing customer insights and lessons learned. ?
Build positive working relationships across departments to facilitate effective complaint resolution.
To apply, please send your CV over to the AMJ Recruitment Team, who will be in touch to discuss next steps.
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Customer Escalations/Complaints Manager employer: AMJ Recruitment
Join a dynamic team in Coventry as a Reach or Counterbalance Truck Driver, where competitive hourly pay and overtime rates are just the beginning. Our supportive work culture prioritises employee growth and development, ensuring you have the tools and opportunities to advance your career while working in a safe and efficient environment. Experience the unique advantage of being part of a thriving distribution network that values your contributions and fosters a sense of community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Escalations/Complaints Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AMJ Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AMJ Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Escalations/Complaints Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AMJ Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at AMJ Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AMJ Recruitment!
How to prepare for a job interview at AMJ Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
