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- Tasks: Lead the complaints process, ensuring customer issues are resolved effectively and efficiently.
- Company: Join Babble, a leading UK cloud solutions provider focused on customer satisfaction.
- Benefits: Enjoy hybrid working, generous holiday, life assurance, and a bike-to-work scheme.
- Why this job: Be part of a dynamic team that values innovation and customer-centric solutions.
- Qualifications: Minimum 5 years in customer complaints with strong communication and analytical skills.
- Other info: Opportunity for career growth and a supportive work culture.
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 customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our 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 practice
- Generate daily, weekly, and monthly reports on cases
- Manage complaints escalated to legal
- Provide monthly reports to the senior leadership team on complaints
- Manage a team of 3 people, conducting 1-2-1s 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 data analysis
- Strong written, verbal, and numerical literacy
- Organized and detail-oriented
- Experience with ombudsman procedures
Additional desirable qualities:
- Willingness to learn
- Ability to work as part of a team
- Confidence to own requests until completion
- 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 working pattern
- £1,000 payment after 10 years of service
- Bike to Work Scheme
- Season Ticket Loan
- Charities Trust donations
- Babble-issued laptop
- Annual company celebrations
Hybrid Working Policy:
Work from the office on anchor days (Monday, Tuesday, Thursday) and remotely on Wednesday and Friday, unless role requirements differ.
The recruitment process:
Includes a screening call, followed by interviews and possibly competency testing. We aim to fill this role quickly with the right candidate.
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
Brush up on your data analysis skills, as reporting and measuring root causes are key aspects of the role. Be ready to talk about how you've used data to improve processes in previous positions.
✨Tip Number 4
Demonstrate your leadership abilities by preparing to discuss how you've trained or guided team members in handling complaints. Highlight any experience you have in conducting performance reviews or managing a team.
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Manager at Babble. Familiarise yourself with their mission and values to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer complaints management. Provide specific examples of how you've successfully resolved complaints and improved customer satisfaction in previous roles.
Showcase Your Skills: Demonstrate your strong written and verbal communication skills in your application. Since the role involves training staff and communicating with customers, it's essential to convey your ability to handle difficult conversations effectively.
Tailor Your Application: Customise your cover letter to reflect your understanding of Babble's needs. Mention your familiarity with ombudsman procedures and OFCOM regulations, as these are desirable qualities for the position.
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 of how you've successfully resolved complaints in the past. Highlight your ability to handle difficult conversations and turn them into positive outcomes.
✨Prepare for Data Analysis Questions
Since the role involves reporting and data analysis, brush up on your analytical skills. Be ready to discuss how you measure and analyse root causes of complaints and how you would report these findings to senior leadership.
✨Emphasise Team Management Experience
As you'll be managing a team, prepare to talk about your experience in conducting performance reviews and providing training. Share your strategies for fostering a collaborative environment and ensuring consistent complaint handling practices.
