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- Tasks: Lead customer complaint resolutions with empathy and professionalism while driving continuous improvement.
- Company: Join Citation, a forward-thinking HR and compliance support company.
- Benefits: Enjoy 25 days holiday, birthday off, healthcare plan, and extra leave for newlyweds.
- Why this job: Make a real impact by enhancing client experiences and driving positive change.
- Qualifications: Proven experience in complaints handling and exceptional communication skills.
- Other info: Hybrid work model with a supportive team culture and growth opportunities.
The predicted salary is between 28800 - 46800 £ per year.
Location: Hybrid - 2 days Wilmslow HQ, 3 days from home
Salary: Competitive basic - OTE 39k
Citation provides expert HR, employment law, and health and safety support to businesses across the UK. We help organisations stay compliant, protect their people, and create safer, more productive workplaces. Our tailored solutions combine hands-on consultancy with powerful technology, giving employers the confidence and tools they need to manage risk, drive performance, and focus on what matters most - running their business.
If you’re a professional with personality who wants to work in a forward-thinking business, surrounded by brilliant people who genuinely care about you and are a pleasure to work with, then we’re definitely the company for you to grow with. If our culture sounds like the right fit and you’d like to be part of our success story, we’d love to hear from you - send us your details today.
What will I be responsible for?
- Lead the resolution process for customer complaints, managing each case with care and professionalism, including escalating to managers or other teams when needed.
- Confidently handle a wide variety of complex issues, navigating sensitive situations with empathy and clarity to reach positive resolutions.
- Dig deep into the root causes of complaints, identifying patterns and working with teams to implement meaningful improvements.
- Stay informed with a strong understanding of compliance functions and how they impact our clients.
- Use multiple internal systems and resources to gather the information you need to resolve issues efficiently and accurately.
- Analyse complaint and survey data to uncover opportunities for continuous improvement, collaborating with the wider business to bring those ideas to life.
- Share insights and feedback with the Compliance leadership team to help reduce future complaints and enhance the overall client experience.
- Prepare and share reports on complaints and compensation, ensuring stakeholders are kept informed and aligned.
- Champion continuous improvement, always looking for ways to enhance the client journey and deliver better outcomes.
- Deliver outstanding service to a diverse client base, and support your colleagues in doing the same.
Who are we looking for?
You’ll bring a proven track record in complaints handling, customer success, or resolution management, with an exceptional ability to truly listen and empathise with client concerns. Your communication skills - both written and verbal - enable you to engage, influence, and present confidently at every level of the organisation.
You’ll be a strong negotiator and presenter, able to juggle multiple priorities with ease while maintaining a meticulous eye for detail and a commitment to outstanding quality. Resilient and solutions-driven, you thrive when faced with challenges and use your analytical mindset to uncover root causes and deliver meaningful improvements.
You understand the power of efficient processes and positive behaviours in driving customer success and naturally build trusted relationships, working collaboratively with colleagues and stakeholders to achieve the best outcomes.
Here’s a taste of the perks we roll out for our extraordinary team members:
- 25 Days of Holiday + 8 Bank Holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
- Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
- Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
- Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
- Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
Complaints Manager in Wilmslow employer: Citation Professional Solutions
Contact Detail:
Citation Professional Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager in Wilmslow
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and authentic, so don’t just memorise answers. Think about how your experiences relate to the role of Complaints Manager and be ready to share those stories.
✨Tip Number 3
Prepare some insightful questions to ask at the end of your interview. This shows that you’re engaged and thinking critically about the role. Ask about their approach to customer complaints or how they measure success in the team.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple gesture that can make a big difference. Reiterate your interest in the position and mention something specific from your conversation to remind them of your great fit for the role.
We think you need these skills to ace Complaints Manager in Wilmslow
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of your character into your cover letter and CV. Remember, we’re looking for someone who fits our culture, so show us why you’d be a great addition to our team.
Tailor Your Application: Make sure to tailor your application specifically for the Complaints Manager role. Highlight your experience in complaints handling and customer success, and give examples of how you've resolved complex issues in the past. This will help us see how your skills align with what we’re looking for.
Be Clear and Concise: We appreciate clarity, so keep your application straightforward and to the point. Use bullet points where necessary to make it easy for us to read through your experiences and achievements. A well-structured application shows that you pay attention to detail, which is crucial for this role!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company and the amazing perks we offer!
How to prepare for a job interview at Citation Professional Solutions
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of complaints management. Familiarise yourself with common issues in customer service and think about how you would handle them. This will show that you're proactive and ready to tackle challenges head-on.
✨Showcase Your Empathy
As a Complaints Manager, empathy is key. Prepare examples from your past experiences where you successfully resolved customer complaints by truly listening to their concerns. This will demonstrate your ability to connect with clients and handle sensitive situations with care.
✨Data-Driven Mindset
Be ready to discuss how you've used data to identify trends in complaints and improve processes. Bring examples of reports or analyses you've done in the past, as this will highlight your analytical skills and commitment to continuous improvement.
✨Engage with Questions
Prepare thoughtful questions to ask during the interview. This could be about the company's approach to customer feedback or how they measure success in complaint resolution. Engaging with the interviewer shows your genuine interest in the role and helps you assess if the company is the right fit for you.
