Complaints Manager

Role: Complaints Manager\\n\\nLocation: Watford – hybrid working (3 days office 2 days at home)\\n\\nSalary: Up to £50,000 DOE + benefits\\n\\nTerm: Permanent\\n\\nHours: 37 hours per week\\n\\nCCA Recruitment are delighted to be partnering with a client to deliver recruitment for a Complaints Manager their customer contact centre. Leading a team handling complaints for their customers to make decisions, to enhance customer service. Experience of working as a Complaints Manager in a fast-paced customer contact centre environment is essential for this role.

\\n\\nDo you have complaints resolutions experience within a customer focused environment?\\n\\nHave you previously led a Complaints team?\\n\\nPrevious experience of working within complaints resolution is essential for this Complaints Manager role. As a Complaints Manager working for the operation division you are responsible for ensuring that customers receive a timely and positive response to their complaints, achieving high rates of satisfaction. On occasion customers may be vulnerable or stressed and your goal must be to do everything possible to ensure a positive customer experience through resolving their complaint.

\\n\\nThe Complaints Manager role will be on a permanent basis.\\n\\n Duties of the Complaints Manager will include:\\n\\nManages/supervises the daily management & acts as an expert in a customer contact related discipline.\\nHas strong knowledge of company products with a view of being a subject matter expert to agents & colleagues.\\nSolves complex problems when they arise whilst being innovative in their approach.\\nUnderstands customers needs & is able to manage/diffuse tense or difficult customer situations.\\nThe ability to make decisions guided by functional support.\\nTo demonstrate success in managing & improving absence within a contact centre\\nReview & improve AHT (Average Handling Time) within your team.\\nShows accountability in managing & closing complaints within Internal timeframes. \\n\\nSkills and experience of the Complaints Manager:\\n\\nProven People Management experience within complaints handling\\nExperience of leading a team within a customer service environment\\nAbility to use Microsoft Office Applications · Knowledge of CRM solutions e.g. SAP/Gem Suite\\nExperience in analysing & using data to support development & performance of Contact Centre Agents\\n Experience of working as a Complaints Manager in a fast-paced customer service centre environment is essential for this role.

Please follow the link to apply.\\n\\nDisclaimer\\n CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent.

As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.\\n \\n This electronic message may contain proprietary and confidential information. The information is intended to be for the use of the individual(s) or entity(ies) named above.

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