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For Companies At a Glance
- Tasks: Manage customer complaints and improve satisfaction through effective processes.
- Company: Join Babble, a leading UK cloud solutions provider passionate about telecoms.
- Benefits: Enjoy hybrid working, generous holiday, and a £1,000 bonus after 10 years.
- Why this job: Be part of a dynamic team focused on innovation and customer trust.
- Qualifications: Minimum 5 years in customer complaints with strong communication skills required.
- Other info: Opportunity for growth with training and a supportive team environment.
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
- 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 that escalate 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 have 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 take ownership of requests until completion
- Understanding of OFCOM regulations
Qualifications:
- Minimum 5 years of experience in a customer complaints role
Additional Information:
- Company Pension – 4% Employee contribution
- 22 days holiday + 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 bonus 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 designated days (Monday, Tuesday, Thursday) and from home on Wednesday and Friday, unless role requirements specify otherwise.
The recruitment process:
Includes a screening call, followed by interviews and possibly competency tests. We aim to fill this role promptly 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 their 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. Since the role involves measuring and reporting on complaints, being able to discuss how you've used data to drive improvements in previous roles will set you apart from other candidates.
✨Tip Number 4
Demonstrate your leadership abilities by preparing to talk about your experience managing teams. Highlight any training or mentoring you've provided, as this aligns with the responsibilities of managing a team of three in this role.
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. Tailor your application to highlight your relevant experience in managing complaints and improving customer satisfaction.
Craft a Strong CV: Your CV should clearly outline your experience in customer complaint roles, focusing on your achievements and how you've resolved issues in the past. Use metrics where possible to demonstrate your impact.
Write a Compelling Cover Letter: In your cover letter, express your passion for telecoms and your customer-centric mindset. Discuss specific examples of how you've built or improved complaints processes and your approach to handling difficult conversations.
Prepare for Interviews: If selected for an interview, be ready to discuss your experience in detail. Prepare examples that showcase your problem-solving skills, ability to analyse data, and how you've worked with stakeholders to improve processes.
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 Difficult Conversations
Since the role involves having difficult conversations, think of scenarios where you've navigated challenging discussions. Be ready to explain your strategies for achieving positive outcomes in these situations.
✨Highlight Your Reporting Skills
As reporting is a significant part of the job, prepare to discuss your experience with data analysis and reporting. Bring examples of reports you've generated and how they contributed to process improvements.
