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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 paid 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.
- Other info: We welcome applications from all backgrounds, including differently abled individuals.
The predicted salary is between 36000 - 60000 £ 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
Contact Detail:
Atos 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 complaint management will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Showcase your people management skills by preparing examples of how you've successfully led teams in the past. Be ready to discuss how you inspired and motivated your team to achieve high levels of customer satisfaction.
✨Tip Number 3
Research common customer complaints within our sector and think about potential solutions. This will allow you to speak knowledgeably about how you would handle similar situations, showcasing your analytical and problem-solving skills.
✨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 provide you with valuable information that can set you apart during the interview process.
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: Highlight your relevant experience in customer service or complaint management. Use specific examples that demonstrate your analytical skills and ability to lead a team effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer satisfaction and your understanding of regulatory requirements. Mention how your previous experiences align with the job description and how you can contribute to the team.
Prepare for Potential Questions: Think about common interview questions related to complaint handling and team management. Prepare answers that reflect your experience and approach to resolving customer issues effectively.
How to prepare for a job interview at Atos
✨Understand the Complaints Process
Familiarise yourself with the complaints handling process and procedures relevant to the role. Be prepared to discuss how you would manage and resolve complaints, highlighting any previous experience in similar situations.
✨Showcase Your People Management Skills
As a Complaints Team Manager, strong leadership is key. Prepare examples of how you've successfully led teams in the past, focusing on your ability to inspire and motivate others to achieve high levels of customer satisfaction.
✨Demonstrate Analytical Thinking
Be ready to discuss how you approach problem-solving and analysis. Provide specific examples of how you've identified root causes of complaints and implemented effective solutions in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to prioritise and handle complaints. Think through potential scenarios you might face in this role and how you would respond to ensure timely and effective resolutions.
