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- Tasks: Lead a team to manage and resolve customer complaints efficiently.
- Company: Join a forward-thinking company committed to customer satisfaction and regulatory compliance.
- Benefits: Enjoy 25 days of annual leave, private medical care, and flexible benefits.
- Why this job: Make a real impact by improving customer experiences and driving team excellence.
- Qualifications: Experience in customer service or complaint management is essential; strong leadership skills required.
- Other info: We welcome applications from all backgrounds, especially those with disabilities.
The predicted salary is between 28800 - 43200 £ per year.
Please note that this is a Fixed Term opportunity (1 year contract).
Your job in a nutshell:
We are seeking a dedicated and customer-focused Complaints Team Manager to lead our complaints handling team. The ideal candidate will be responsible for managing and resolving customer complaints efficiently and effectively, ensuring high levels of customer satisfaction and compliance with regulatory requirements. We are looking for someone with strong people management skills who can influence, inspire and drive excellence coupled with strong knowledge of the complaints process and procedures.
What will you be doing:
- Receive and Document Complaints: Accurately log customer complaints, capturing all relevant details for thorough investigation.
- Prioritise Complaints: Assess complaints based on severity, potential impact, and urgency to ensure timely resolution ofcritical issues.
- Investigate Complaints: Collaborate with relevant departments (e.g., Quality Assurance, Product Development) to identify root causes and develop effective resolution strategies.
- Implement Solutions: Develop and implement corrective actions and follow-up procedures to resolve complaints and improve customer satisfaction.
- Maintain Records: Keep a comprehensive database of all customer complaints, resolutions, and feedback to identify trends and areas for improvement.
- Report and Analyse: Prepare and present regular reports on complaint metrics, resolution effectiveness, and customer satisfaction to senior management.
- Train and Supervise Staff: Train and oversee a team of complaint handling staff, ensuring they have the necessary skills and knowledge to manage complaints effectively.
Requirements:
- Proven experience in customer service or in complaint management.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to manage and lead a team effectively.
- Knowledge of relevant regulatory requirements and best practices in complaint management.
Rewards and benefits:
- 25 days annual paid leave;
- Wellbeing programs & work-life balance – integration and passion sharing events;
- Private medical care;
- Pension contributions up to 10%;
- Flex benefits program;
- Courses and certifications opportunities;
- Conferences and Expert Communities;
- Charity and eco initiatives.
As a Disability Confident employer,we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those whomeet the minimum criteria for this position will be offered an interview. We are committedand willingto making reasonable adjustments to the application and assessment process to accommodate your needs. If you would like to discuss this further, please contact us via our dedicated mailbox – UK-Recruitment-Support@atos.net
Recruiter Contact:
Please write directly toDiana Yurukovaon LinkedInhttps://www.linkedin.com/in/diana-yurukova-2a91a363/
*If you require additional support with the recruitment process, please let us know during the application process.
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Complaints Team Manager employer: Atos SE
Contact Detail:
Atos SE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Team Manager
✨Tip Number 1
Familiarise yourself with the complaints process and procedures specific to our industry. Understanding the nuances of how complaints are handled will give you an edge in discussions during the interview.
✨Tip Number 2
Showcase your people management skills by preparing examples of how you've successfully led a team in resolving customer complaints. Be ready to discuss your approach to motivating and training staff.
✨Tip Number 3
Research common complaint trends within our sector and think about innovative solutions you could propose. This demonstrates your proactive mindset and commitment to improving customer satisfaction.
✨Tip Number 4
Connect with current or former employees on LinkedIn to gain insights into the company culture and expectations for the Complaints Team Manager role. This can help you tailor your approach during the interview.
We think you need these skills to ace Complaints Team Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Team Manager. Familiarise yourself with the complaints process and the skills required, such as people management and problem-solving.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service and complaint management. Emphasise your analytical skills and any previous leadership roles to demonstrate your capability to manage a team effectively.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for customer satisfaction and your ability to resolve complaints. Use specific examples from your past experiences to illustrate how you have successfully managed complaints and led teams.
Highlight Regulatory Knowledge: Make sure to mention your understanding of regulatory requirements related to complaint management. This will show that you are not only experienced but also knowledgeable about best practices in the industry.
How to prepare for a job interview at Atos SE
✨Know the Complaints Process Inside Out
Familiarise yourself with the complaints handling process and relevant regulatory requirements. Be prepared to discuss how you would manage and resolve complaints, showcasing your understanding of best practices in complaint management.
✨Demonstrate Strong People Management Skills
Highlight your experience in leading teams and training staff. Share examples of how you've inspired and motivated your team to achieve high levels of customer satisfaction and compliance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to discuss specific scenarios where you've successfully resolved complaints, detailing your approach and the outcomes.
✨Showcase Your Analytical Skills
Be ready to talk about how you analyse complaint metrics and trends. Discuss any tools or methods you use to prepare reports and how you leverage data to improve customer satisfaction.
