At a Glance
- Tasks: Lead the resolution of customer complaints and drive improvements in service delivery.
- Company: Join Circet, a company committed to diversity, inclusion, and excellence.
- Benefits: Enjoy competitive salary, 28 days leave, life assurance, and career development opportunities.
- Other info: Dynamic role with opportunities for personal growth and leadership development.
- Why this job: Make a real impact by enhancing customer satisfaction and protecting our brand reputation.
- Qualifications: Strong customer service background and excellent communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Overview
We are hiring! Our team in Selkirk, Scotland, is hiring a Complaints Manager on a full-time basis.
The role of Complaints Manager reporting to the Head of Service Centre plays a pivotal role in ensuring that all escalated issues are handled in line with company standards and regulatory requirements, while driving continuous improvement in complaint handling processes. Working closely with the workstream Operations Managers and other key stakeholders, the Complaints Manager contributes to the overall success of the Service Centre by enhancing customer satisfaction and protecting brand reputation.
Responsibilities
- Lead the end-to-end management of customer complaints, ensuring timely and effective resolution.
- Investigate complex issues, liaise with internal departments, and provide clear, accurate responses.
- Ensure all complaints are logged, tracked, and reported in accordance with company policy.
Customer Advocacy
- Act as the voice of the customer within the Service Centre, identifying recurring issues and trends.
- Champion improvements to processes and policies that reduce complaint volumes and improve customer experience.
Team Support & Collaboration
- Support Service Centre Agents in handling difficult or escalated customer interactions.
- Provide coaching and guidance to team members to improve complaint handling skills.
- Collaborate with the Performance Manager and Training Manager to identify training needs and deliver targeted support.
Reporting & Compliance
- Maintain accurate records of complaints and resolutions for audit and compliance purposes.
- Produce regular reports on complaint trends, root causes, and resolution times.
- Ensure adherence to regulatory standards and internal service level agreements.
Continuous Improvement
- Analyse complaint data to identify opportunities for operational improvements.
- Contribute to cross-functional initiatives aimed at enhancing customer satisfaction and service delivery.
Team motivation
- Host Agent/Manager Forums to ensure understanding of Agent issues.
- Review systems and make continuous improvement recommendations to Head of Service Centre.
Qualifications and Requirements
- Preferred: Higher Education.
- Preferred: Strong background in customer service and complaint resolution, ideally within a Contact Centre or service environment.
- Excellent communication and interpersonal skills, with the ability to manage sensitive conversations.
- Analytical mindset with experience in data interpretation and reporting.
- Proven ability to work collaboratively across teams and influence change.
- Knowledge of regulatory standards and complaint handling best practices.
Why work with Circet?
- Be part of a company that encourages involvement, diversity and inclusion
- Be part of a company that nurtures excellence and develops leaders
- Be part of a company that encourages personal development and career progression through our further education programme, mentoring programme and pathway programme
- Be part of a company that is dedicated to making a difference through our Corporate Social Responsibility
- You will get a competitive salary and a benefits package which includes 28 days annual leave per annum, life assurance, access to Employee Assistance Programmes and access to career developmental opportunities.
Complaints Manager in Selkirk employer: Circet Group
Circet is an exceptional employer located in Selkirk, Scotland, offering a dynamic work environment that prioritises diversity, inclusion, and personal development. As a Complaints Manager, you will benefit from a competitive salary, a comprehensive benefits package, and numerous opportunities for career progression through tailored education and mentoring programmes. Join a company committed to excellence and making a positive impact, where your contributions directly enhance customer satisfaction and drive continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in Selkirk
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints management. Think about how you would handle specific scenarios and be ready to share your past experiences that showcase your skills.
✨Tip Number 3
Show your passion for customer advocacy during interviews. Share examples of how you've improved processes in previous roles and how you can bring that same energy to the Complaints Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team.
We think you need these skills to ace Complaints Manager in Selkirk
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Manager role. Highlight your experience in customer service and complaint resolution, as well as any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since this role involves managing sensitive conversations, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and maybe share an example of a time you successfully resolved a complex issue.
Highlight Your Analytical Mindset:We love candidates who can analyse data and identify trends! If you've got experience interpreting complaint data or improving processes, make sure to mention it. This will show us that you're ready to contribute to continuous improvement in our Service Centre.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Circet!
How to prepare for a job interview at Circet Group
✨Know Your Complaints Inside Out
Before the interview, make sure you understand common complaints in the industry and how they are typically resolved. Research the company’s complaint handling processes and think about how you can contribute to improving them.
✨Showcase Your Communication Skills
As a Complaints Manager, you'll need to handle sensitive conversations with ease. Prepare examples of how you've successfully managed difficult customer interactions in the past, highlighting your ability to listen, empathise, and resolve issues effectively.
✨Demonstrate Your Analytical Mindset
Be ready to discuss how you've used data to identify trends and improve processes in previous roles. Bring specific examples of how your analytical skills have led to successful outcomes in complaint resolution or customer satisfaction.
✨Emphasise Team Collaboration
This role requires working closely with various teams. Prepare to talk about your experience in collaborating with others, providing support, and leading initiatives that enhance team performance and customer service.
