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- Tasks: Lead the Complaints Team to resolve customer issues and improve processes.
- Company: Join BOXT, a dynamic installation company partnered with top brands like EDF Energy and Tesla.
- Benefits: Enjoy 30 days annual leave, free snacks, modern offices, and ongoing training.
- Other info: Get creative in your application to show why you're the perfect fit!
- Why this job: Be part of a positive culture that values feedback and empowers your career growth.
- Qualifications: 2+ years in a similar role, strong communication skills, and a passion for customer experience.
The predicted salary is between 36000 - 60000 £ per year.
Location: Leeds Office
About Us
When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club – among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers\’ homes and lives.
BOXT offers…
- A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
- A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
- Employee progression – We\’re passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
- Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
- Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved.
- Global investors – We\’re proud to be backed by Brookfield and part of the HomeServe Group.
Job Summary
As a Complaints Manager you will be responsible for overseeing the entire process of handling customer complaints, from receiving and investigating them to resolving them and identifying areas for improvement within the business. You will ensure a fair and efficient process for both the customer and the business.
Key Responsibilities
- Lead the Complaints Team in handling complaint cases efficiently and compliantly in line with both our processes and procedures whilst adhering to regulatory requirements.
- Negotiating settlements by mediating disputes and finding mutually agreeable outcomes.
- Providing guidance supporting customers and staff throughout the complaints process.
- Identifying trends, through analysing complaints data to identify recurring issues and areas for improvement.
- Making recommendations such as suggesting changes to policies, procedures, or products based on complaint analysis.
- Promoting a positive culture, fostering a culture where complaints are seen as valuable feedback for improvement.
- Training and development to ensure employees are equipped to handle complaints effectively.
Leadership Qualities
- We are passionate about creating a positive working environment and collaborative team culture, so it’s essential that as a people manager, you can make this happen within your team.
- You should be passionate about your team’s development and wellbeing and support this through regular feedback, coaching, and check-ins.
- Our business is fast paced, so it’s essential that you can make decisions under pressure whilst meeting KPIs and delivering great results.
- Work towards continuous development of processes to optimise performance and output.
- Ensure the team is compliant with data management and industry regulations and standards through guidance and support.
- Build great working relationships with stakeholders, ensuring that their needs are met.
Who You Are
- IT literate
- Professional and clear telephone manner
- Active listening skills
- Ability to use positive language
- Good command of English grammar and language for accuracy in written communication
- Understanding of a positive customer experience
- Familiar with owning a customer enquiry/ complaint through to resolution
- Experienced in delivering a right first time good outcome for a customer
- 2 years + experience in a similar role
- Experience in a technically driven business
- Experience of working in a fast paced, vibrant and at times, pressured environment
- Caring and compassionate nature
Benefits
We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they’ve created a positive, welcoming environment for people to work and thrive within.
Your benefits include…
- 30 days of annual leave (plus bank holidays)
- Free tea, coffee, fruit, and breakfast
- Modern offices
- Social events
- Ongoing training and development opportunities
- Enhanced Family Friendly Benefits
- Private medical cover*
- Company pension
- Death in service benefit*
- After probationary period
How To Apply
If you’d like to join the BOXT team, then please send an email with your CV and get creative to tell us why you think you’d be a great fit for this role and our team. #J-18808-Ljbffr
Complaints Manager employer: Boxt
Contact Detail:
Boxt Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Familiarise yourself with BOXT's values and culture. Understanding their commitment to customer experience and team collaboration will help you align your approach during interviews and discussions.
✨Tip Number 2
Prepare examples of how you've successfully handled complaints in the past. Highlight your negotiation skills and ability to mediate disputes, as these are crucial for the Complaints Manager role.
✨Tip Number 3
Research common complaints in the installation industry and think about how you would address them. This shows your proactive approach and understanding of the challenges faced by the company.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information to discuss during your application process.
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. Highlight your relevant experience in handling customer complaints and leading teams in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your leadership qualities, experience in a fast-paced environment, and any relevant achievements in complaint resolution.
Craft a Compelling Cover Letter: In your cover letter, express your passion for creating a positive working environment and your commitment to customer satisfaction. Use specific examples from your past roles to demonstrate how you can contribute to BOXT's culture and goals.
Showcase Your Communication Skills: Since the role requires excellent written and verbal communication, ensure your application is free from errors and clearly conveys your message. Use positive language and an engaging tone to reflect your understanding of a positive customer experience.
How to prepare for a job interview at Boxt
✨Understand the Company Culture
Before your interview, take some time to research BOXT's culture and values. They pride themselves on teamwork and a positive working environment, so be prepared to discuss how you can contribute to this culture.
✨Showcase Your Leadership Skills
As a Complaints Manager, you'll need to lead a team effectively. Be ready to share examples of how you've successfully managed teams in the past, particularly in high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complaints. Think of specific instances where you've resolved customer issues and what strategies you used to achieve a positive outcome.
✨Highlight Your Analytical Skills
Since the role involves analysing complaints data to identify trends, be prepared to discuss your experience with data analysis. Share how you've used data to make recommendations for process improvements in previous roles.