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- Tasks: Lead a team to resolve customer complaints and enhance service quality.
- Company: Dynamic company focused on exceptional customer service and support.
- Benefits: Competitive salary, hybrid working, and career development opportunities.
- Other info: Join a supportive culture that values your growth and development.
- Why this job: Make a real impact on customer experiences in a fast-paced environment.
- Qualifications: Leadership experience in customer service and strong communication skills.
The predicted salary is between 36000 - 37000 £ per year.
Are you an experienced leader with a passion for exceptional customer service and a commitment to doing the right thing for customers? We are looking for a Complaints Manager to lead our frontline teams, drive performance, and ensure we continue to deliver fair, timely, and high-quality customer outcomes.
About the Role
In this pivotal role, you will oversee the day-to-day operation of our contact centre, ensuring customers receive excellent service across all communication channels. You will be the escalation point for complex or high-risk cases, ensuring that all customer interactions meet FCA regulations, Consumer Duty, and Treating Customers Fairly (TCF) requirements.
What You'll Be Doing as a Complaints Manager:
- Leading and motivating the Contact Centre Team Leaders and Advisors to deliver outstanding customer service.
- Overseeing first-line handling of customer complaints and ensuring prompt, fair, and compliant resolutions.
- Acting as the escalation point for complex, sensitive, or high-risk customer cases.
- Ensuring full adherence to FCA guidelines, Consumer Duty, and TCF principles in everyday operations.
- Monitoring service levels, quality metrics, and customer satisfaction to drive continuous performance improvements.
- Identifying complaint trends and root causes, working with cross-functional teams to reduce recurring issues.
- Supporting initiatives that help reduce complaint volumes through proactive service enhancements.
- Coaching and developing team members to strengthen capability and confidence in customer service and complaint handling.
- Collaborating with Operations, Risk, and Commercial teams to enhance end-to-end customer journeys.
- Producing regular performance insights and reporting for senior stakeholders.
About You as a Complaints Manager
We'd love to hear from you if you have:
- Proven leadership experience within a customer contact centre or complaints environment.
- Strong understanding of FCA regulations, Consumer Duty, and TCF frameworks.
- Exceptional communication skills and the ability to manage sensitive and complex customer issues.
- A passion for coaching, developing teams, and driving operational excellence.
- A data-driven mindset with the ability to identify trends and influence change.
Why Join Us as a Complaints Manager?
- Opportunity to shape and improve the customer experience.
- A supportive, people-focused culture.
- Great benefits package and opportunities for career development.
- Chance to make a real impact in a fast-paced, customer-centric organisation.
Complaints Manager in Manchester employer: CCA Recruitment Group
Contact Detail:
CCA Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We can’t stress enough how personal connections can lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its values. We recommend practising common interview questions and tailoring your answers to highlight your leadership experience and customer service passion.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, focus on specific situations where you led teams or resolved complex complaints. This will demonstrate your capability as a Complaints Manager.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Manager in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Complaints Manager. Highlight your leadership experience and any specific achievements in customer service that align with our values at StudySmarter.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use examples from your past roles to show how you've handled complex customer issues and driven performance improvements. We love a good story!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your passion for customer service shines through without unnecessary fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our team!
How to prepare for a job interview at CCA Recruitment Group
✨Know Your Regulations
Make sure you brush up on FCA regulations, Consumer Duty, and TCF principles before the interview. Being able to discuss these frameworks confidently will show that you understand the compliance side of the role and can lead your team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you motivated your team or resolved complex customer issues. This will demonstrate your capability as a Complaints Manager and your passion for coaching others.
✨Understand Customer Service Trends
Be ready to discuss current trends in customer service and complaint handling. Highlight any data-driven insights you've gathered in previous roles and how you've used them to improve service levels. This shows you're proactive and focused on continuous improvement.
✨Practice Your Communication Skills
Since exceptional communication is key in this role, practice articulating your thoughts clearly and concisely. You might even want to role-play some common customer scenarios with a friend to refine your approach to sensitive issues.