At a Glance
- Tasks: Manage complex customer complaints and ensure fair, timely resolutions.
- Company: Join one of the largest water retailers in the UK with a supportive culture.
- Benefits: Salary of £30,000 plus bonuses, 31 days leave, free gym membership.
- Other info: Dynamic role with opportunities for professional development and teamwork.
- Why this job: Make a real difference in customer experiences while growing your career.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 30000 - 36000 £ per year.
Known internally as a Customer Resolution Case Owner, you’ll handle complex customer complaints end-to-end, ensuring fair, timely and high-quality outcomes across multiple channels, including senior escalations (e.g. CEO office, regulators, MPs).
Key responsibilities
- Own complaints from initial contact through to resolution
- Conduct thorough investigations and root cause analysis
- Decide appropriate outcomes and redress in line with policy
- Manage your caseload effectively to reduce backlogs and aged cases
- Collaborate with internal teams and stakeholders to gather insights and challenge constructively
- Identify trends and share insights to drive continuous improvement
- Ensure compliance with regulatory requirements, policies and SLAs
- Maintain accurate records and clear audit trails
- Support team development through peer reviews or deputising where needed
About you
You’re an experienced complaints professional who can confidently manage complex cases and deliver fair, balanced outcomes. You’ll bring:
- Strong written and verbal communication skills
- Confidence handling sensitive or challenging conversations
- Excellent organisation and ability to manage a varied caseload
- Strong analytical and decision-making skills
- Ability to justify outcomes, including financial redress decisions
- A proactive, ownership mindset with the ability to work independently
- A collaborative approach and ability to build relationships across teams
- Openness to feedback and a focus on continuous improvement
- High levels of integrity, fairness and attention to detail
- Experience in a regulated environment (e.g. utilities)
- Understanding of complaints handling best practice
Above all, you’re motivated to deliver the right outcomes for customers and improve their overall experience.
What’s in it for you?
You’ll be a key team player in one of the largest water retailers in the UK, with lots of benefits and the chance to grow your career.
- Salary of £30,000 plus bonus up to 20%
- 31 days annual leave and six bank holidays
- Monday to Friday based in our office within Edinburgh Park.
- Subsidised staff restaurant and free gym membership
Disability Confident Committed Employer. If you consider yourself to have a disability, we encourage you to disclose that as part of your application. That means we can provide the necessary support and use your unique talents effectively.
Complaints Manager employer: Business Stream
As a Complaints Manager at one of the largest water retailers in the UK, you will thrive in a supportive and dynamic work environment that prioritises employee growth and well-being. With competitive benefits including a salary of £30,000 plus a bonus, generous annual leave, and access to a subsidised staff restaurant and free gym membership, you will be empowered to make a meaningful impact while enjoying a healthy work-life balance in the vibrant setting of Edinburgh Park.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Business Stream. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Business Stream before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Business Stream:Your cover letter is your chance to shine! Tell us why you want to work at Business Stream specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Business Stream!
How to prepare for a job interview at Business Stream
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
