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- Tasks: Lead the charge in resolving customer complaints and enhancing satisfaction.
- Company: Join a forward-thinking company dedicated to continuous improvement and customer care.
- Benefits: Enjoy flexible working options and a supportive team environment.
- Why this job: Make a real impact by turning complaints into learning opportunities and driving positive change.
- Qualifications: Experience in customer service and complaint management is essential; strong communication skills are a must.
- Other info: Applications close on 10 April 2025; interviews scheduled for late April.
The predicted salary is between 28800 - 48000 £ per year.
The successful candidate will be responsible for overseeing and resolving any issues or complaints from customers and other stakeholders about our products or services ensuring these are handled efficiently, fairly, professionally and on a timely basis. Developing strategies to address customer issues, ensuring customer satisfaction, and ensuring our processes and systems for management of customer complaints and issues are appropriate, reflecting best practice and kept under review on the principle of continuous improvement.
Provide advice, guidance and support to staff, enabling them to take necessary actions and where necessary directly intervene to resolve complaints and complex issues, as well as supporting staff in their understanding of complaints as a learning opportunity. Proactively de-escalate and avoid challenges arising from complaints and complex issues by promoting knowledge, skills, and confidence among colleagues. Continuously seek ways to improve the complaints handling process and customer satisfaction and develop and implement policies and procedures to improve the complaints handling process. Manage complex cases that require a higher level of attention and expertise.
Person specifications:
- Proven experience in a complaint handling or customer service role, with a focus on complex case management.
- Experience reviewing complaints processes and seeking areas of improvement within a best practice framework.
- Understanding of relevant regulations and industry standards related to complaints handling.
- Strong influencing and negotiating skills, problem-solving skills, excellent communication abilities, and a high level of empathy.
- Ability to develop learning and development opportunities focused on customer service and complaint resolution.
The closing date for applications is 23:59 on 10 April 2025. First interviews will be held on w/c 21 or 28 April 2025.
Complaints Manager employer: Box
Contact Detail:
Box Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Familiarise yourself with our products and services. Understanding what we offer will help you address customer complaints more effectively and demonstrate your commitment to resolving issues.
✨Tip Number 2
Brush up on your knowledge of best practices in complaint handling. Being able to discuss these during the interview will show that you're proactive and ready to implement improvements.
✨Tip Number 3
Prepare examples from your past experience where you've successfully managed complex complaints. This will help you illustrate your problem-solving skills and ability to handle challenging situations.
✨Tip Number 4
Showcase your communication skills by being clear and concise in your discussions. Effective communication is key in this role, so practice articulating your thoughts and strategies for managing complaints.
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly understand the responsibilities of a Complaints Manager. Familiarise yourself with the key skills required, such as problem-solving, communication, and empathy, as these will be crucial in your application.
Tailor Your CV: Highlight your relevant experience in complaint handling or customer service roles. Use specific examples that demonstrate your ability to manage complex cases and improve processes. Make sure your CV reflects your understanding of best practices in complaints management.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about customer service and how your skills align with the role. Discuss your experience in developing strategies for complaint resolution and how you can contribute to continuous improvement in the complaints handling process.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors or typos. A polished application demonstrates attention to detail and professionalism, which are essential qualities for a Complaints Manager.
How to prepare for a job interview at Box
✨Showcase Your Experience
Be prepared to discuss your previous experience in complaint handling or customer service roles. Highlight specific examples where you successfully managed complex cases and improved processes, as this will demonstrate your capability for the role.
✨Understand Best Practices
Familiarise yourself with best practices in complaints management. Be ready to discuss how you would implement these practices in the new role, showing that you can contribute to continuous improvement in the complaints handling process.
✨Demonstrate Empathy and Communication Skills
Since the role requires strong communication and empathy, prepare to showcase these skills during the interview. Use examples that illustrate how you've effectively communicated with customers and resolved their issues while maintaining a positive relationship.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and how you handle difficult situations. Think of past experiences where you had to de-escalate a complaint or support a colleague, and be ready to explain your thought process and actions.
