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For Companies At a Glance
- Tasks: Lead the complaints process, resolve customer issues, and enhance satisfaction.
- Company: Join Babble, a leading UK cloud solutions provider focused on innovative telecoms.
- Benefits: Enjoy a 9-day fortnight, health insurance options, and a company pension.
- Why this job: Be part of a dynamic team making a real impact in customer service.
- Qualifications: Minimum 5 years in customer complaints with strong communication skills required.
- Other info: Hybrid working available; work from home on Wednesdays and Fridays.
The predicted salary is between 36000 - 60000 £ per year.
Join Our Dynamic Team as a Complaints Manager!
Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customers’ most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!
What will you be doing?
Build a robust complaints process and ensure effective handling of customer complaints, aiming to resolve issues and improve customer satisfaction. Receive, document, investigate, and resolve complaints, communicating with customers to provide updates and resolutions. Measure and analyze the root cause, working with the wider business on improvements.
Main Accountabilities:
- Design, implement, and manage the complaints process
- Work with stakeholders across the business to understand the root cause of issues, creating a continuous feedback loop
- Report on process failures working with the QMS manager
- Maintain open and clear communication with customers throughout the complaint process, providing updates, explaining actions taken, and ensuring understanding of resolutions
- Set communication standards including reporting on all complaints
- Provide training and guidance to staff on handling complaints, ensuring consistent and effective practices
- Generate daily, weekly, and monthly reports on cases
- Manage complaints that escalate to legal matters
- Provide monthly reports to the senior leadership team on complaints
- Manage a team of 3 people, conducting 1-2-1 meetings and performance reviews
Person Specification:
- Customer-centric mindset with proven experience
- Minimum 4 years of experience in a customer complaint role
- Able to handle difficult conversations with positive outcomes
- Experience in reporting and analyzing data
- Strong written, verbal, and numerical literacy
- Organized with attention to detail
- Experience with ombudsman processes
Additional desirable qualities:
- Willingness to learn
- Ability to work effectively as part of a team
- Confidence to take ownership of requests until resolution
- Understanding of OFCOM regulations
Qualifications:
- Minimum 5 years of experience in a customer complaints role
Why work for Babble?
- Company Pension – 4% Employee contribution
- 22 days holiday plus UK Bank Holidays, with increased leave based on service
- Life Assurance – 4x Annual Salary
- Optional Health Insurance – Bupa
- Optional Health Cash Plan – Health Shield
- 9-day fortnight – every other Friday off
- £1,000 payment after 10 years of service
- Bike to Work Scheme
- Season Ticket Commuter Loan
- Charities Trust – pre-tax donations to charities
- Babble-issued Laptop
- Annual Company Celebrations
Hybrid Working Policy:
You will be contracted to work from the office, but Babble operates a non-contractual Hybrid Working Policy. You will be required to be in the office on company anchor days (Monday, Tuesday, Thursday) and can work from home on Wednesday and Friday unless your role specifies otherwise.
The Recruitment Journey:
We aim to fill this role quickly with the right candidate. The process includes a screening call, followed by an interview and possibly competency testing depending on the role requirements.
Direct candidates only.
Babble | Leading UK Cloud Solutions Provider
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Complaints Manager employer: Babble Cloud
Contact Detail:
Babble Cloud Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Familiarise yourself with the telecoms industry and Babble's specific services. Understanding the nuances of cloud-based technologies will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Prepare to discuss your experience in managing complaints and resolving customer issues. Think of specific examples where you've successfully turned a negative situation into a positive outcome, as this will showcase your problem-solving skills.
✨Tip Number 3
Research common complaints within the telecoms sector and be ready to suggest improvements or processes that could enhance customer satisfaction. This proactive approach will highlight your ability to think critically about the role.
✨Tip Number 4
Network with current or former employees of Babble on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information about the company culture and expectations, which can be beneficial during your interview.
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer complaints management. Focus on relevant skills such as data analysis, communication, and team leadership that align with the role at Babble.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for telecoms and your customer-centric mindset. Mention specific examples of how you've successfully resolved complaints and improved customer satisfaction in previous roles.
Highlight Relevant Experience: In your application, emphasise your minimum 4 years of experience in a customer complaint role. Discuss your familiarity with ombudsman processes and any experience you have with reporting and analysing data.
Showcase Your Communication Skills: Since the role requires maintaining clear communication with customers, provide examples in your application of how you've effectively communicated during difficult conversations and ensured understanding of resolutions.
How to prepare for a job interview at Babble Cloud
✨Understand the Complaints Process
Familiarise yourself with the complaints process that Babble uses. Be prepared to discuss how you would design and implement a robust complaints system, as this is a key responsibility of the role.
✨Showcase Your Customer-Centric Mindset
Demonstrate your customer-centric approach by sharing examples from your past experiences. Highlight how you've successfully resolved complaints and improved customer satisfaction in previous roles.
✨Prepare for Data Analysis Questions
Since the role involves measuring and analysing root causes, be ready to discuss your experience with data reporting and analysis. Bring examples of how you've used data to drive improvements in complaint handling.
✨Communicate Clearly and Confidently
Effective communication is crucial in this role. Practice articulating your thoughts clearly and confidently, especially when discussing how you would maintain open communication with customers throughout the complaint process.
