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- Tasks: Lead a team to resolve customer complaints and enhance service quality.
- Company: Join a dynamic customer contact centre focused on improving customer experiences.
- Benefits: Enjoy hybrid working, competitive salary, and various corporate perks.
- Why this job: Make a real impact by turning complaints into positive experiences for customers.
- Qualifications: Experience in complaints management and leading teams in a fast-paced environment is essential.
- Other info: This is a permanent role with opportunities for professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Role: Complaints Manager Location: Watford – hybrid working (3 days office 2 days at home) Salary: Up to £50,000 DOE + benefits Term: Permanent Hours: 37 hours per week CCA 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. Do you have complaints resolutions experience within a customer focused environment? Have you previously led a Complaints team? Previous 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. The Complaints Manager role will be on a permanent basis. Duties of the Complaints Manager will include: Manages/supervises the daily management & acts as an expert in a customer contact related discipline. Has strong knowledge of company products with a view of being a subject matter expert to agents & colleagues. Solves complex problems when they arise whilst being innovative in their approach. Understands customers needs & is able to manage/diffuse tense or difficult customer situations. The ability to make decisions guided by functional support. To demonstrate success in managing & improving absence within a contact centre Review & improve AHT (Average Handling Time) within your team. Shows accountability in managing & closing complaints within Internal timeframes. Skills and experience of the Complaints Manager: Proven People Management experience within complaints handling Experience of leading a team within a customer service environment Ability to use Microsoft Office Applications · Knowledge of CRM solutions e.g. SAP/Gem Suite Experience in analysing & using data to support development & performance of Contact Centre Agents 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. Disclaimer 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. 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. If you are not the intended recipient or authorised to receive this e-mail for the intended recipient, you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify me by replying to this e-mail
Complaints Manager employer: CCA Recruitment Group
Contact Detail:
CCA Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Familiarise yourself with common complaints handling techniques and strategies. Being able to discuss specific methods you've used in the past to resolve customer issues will demonstrate your expertise and readiness for the role.
✨Tip Number 2
Research the company’s products and services thoroughly. Understanding what you’ll be managing complaints about will not only help you in interviews but also show your commitment to the role and the company.
✨Tip Number 3
Prepare examples of how you've successfully led a team in a high-pressure environment. Highlighting your leadership skills and ability to manage stress will be crucial, especially since the role involves dealing with vulnerable customers.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in complaints management and customer service. Use specific examples that demonstrate your ability to lead a team and resolve complex issues.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the Complaints Manager role. Emphasise your leadership skills and your experience in handling complaints, particularly in a fast-paced environment.
Showcase Relevant Skills: In your application, clearly outline your proficiency with Microsoft Office applications and any CRM solutions you've used, such as SAP or Gem Suite. Mention your analytical skills and how you've used data to improve performance.
Prepare for Potential Questions: Think about common interview questions related to complaints management and customer service. Be ready to discuss how you've handled difficult situations and improved customer satisfaction in previous roles.
How to prepare for a job interview at CCA Recruitment Group
✨Showcase Your Leadership Skills
As a Complaints Manager, you'll be leading a team. Be prepared to discuss your previous experience in managing teams, particularly in a customer service environment. Share specific examples of how you've successfully resolved complaints and improved team performance.
✨Demonstrate Problem-Solving Abilities
This role requires innovative thinking when solving complex problems. During the interview, highlight instances where you've effectively managed difficult customer situations or implemented solutions that enhanced customer satisfaction.
✨Familiarise Yourself with Company Products
Understanding the company's products is crucial for this role. Research the company and its offerings beforehand, so you can speak knowledgeably about how these products relate to customer complaints and resolutions.
✨Prepare for Data-Driven Discussions
The role involves analysing data to support development and performance. Be ready to discuss your experience with CRM solutions and how you've used data to improve average handling times or other key performance indicators in your previous roles.
