At a Glance
- Tasks: Lead the complaints team, ensuring customer feedback drives service improvements.
- Company: Connexus, a community-focused rural housing association.
- Benefits: 30 days annual leave, flexible working, and career development opportunities.
- Other info: Hybrid working model with a supportive and inclusive team culture.
- Why this job: Make a real difference in customers' lives while enhancing your skills.
- Qualifications: Strong communication, problem-solving skills, and a customer-centric mindset.
The predicted salary is between 30000 - 36000 £ per year.
The views of our customers and their experiences of the services we provide are important to Connexus. We want to know when things have gone well, but also when we don’t get things right, so that we can learn from our mistakes and make improvements to our services. We encourage complaints and have recently experienced an increase in the number of complaints we receive.
We are therefore looking for an additional Complaints Manager to work with our existing Complaints Team and take a flexible and proactive approach to supporting our complaint handling and the workload involved. This includes guiding colleagues who respond to complaints, personally responding at Stage 1 and Stage 2 where needed, and using data and evidence to drive improvements. The successful candidate will be responsible for keeping complaint data accurate and up to date, interpreting trends, and providing feedback and constructive challenge to teams to improve services.
As you will be working across all teams, our ideal candidate will have a good understanding of a social landlord's responsibilities including ASB handling, responsive repairs and planned maintenance, and be able to look at issues from a customer perspective, rather than expecting a customer to fit in with our way of doing things.
You will need excellent communication and time management skills, along with a curious nature, attention to detail, level head and a flair for problem solving.
If you can answer yes to the following, we’d love to hear from you:
- Are you driven by the need to understand the root cause of an issue and help others to take action to reduce the possibility of a recurrence?
- Are you open-minded and evidence driven?
- Do you believe that complaints are positive interactions?
This role has been identified as suitable for hybrid working which will be a combination of home working and working from our offices, with Head office at Craven Arms and travel to other offices as required.
About Connexus: Connexus is a rural housing association with its heritage in Shropshire and Herefordshire, providing good quality, affordable and safe homes that customers are proud to live in. We create inclusive neighbourhoods, sustainable rural communities, and provide services that support our customers to build a life in their home. The work our teams do is varied, and no two days are the same. We provide an excellent offer for colleagues which includes flexible working options combined with some fantastic benefits. We’re here to support colleagues at every step of the way with training and development opportunities, helping you make the most of your career. If you want to work with like-minded people and would like to make a difference to the lives of our customers, Connexus could be the right fit for you.
Connexus is committed to equality of opportunity for all employees and is keen to address areas of underrepresentation in its workforce, this is because we really understand the importance of different voices, experiences, perspectives, and backgrounds within our workforce. We strongly encourage applications from members of underrepresented groups.
Some of the benefits include:
- 30 days annual leave plus Bank Holidays (Pro-rata'd if part-time)
- Continual learning and development opportunities
- Generous pension scheme
- Company healthcare plan
- Paid sickness leave (upon successful completion of probationary period)
- Enhanced maternity/paternity pay
- Long service award
- Flexible and hybrid working
- Career development through clear pathways
Interviewing isn’t easy and believe us when we say “we’re rooting for you”; we want everyone to be able to do their best. We know it can be daunting to put yourself out there and sometimes the unknown interview processes make things even scarier!
Complaints Manager in Craven Arms employer: Connexus
Connexus is an exceptional employer that prioritises community engagement and employee development, making it an ideal place for Project Surveyors looking to make a meaningful impact. With a strong commitment to equality and diversity, the company offers excellent benefits, hybrid working arrangements, and ample opportunities for professional growth within a supportive team environment. Located in Craven Arms, employees can enjoy a balance of office and site work while contributing to the delivery of high-quality homes across Shropshire and Herefordshire.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in Craven Arms
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Connexus. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Connexus before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Manager in Craven Arms
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Connexus:Your cover letter is your chance to shine! Tell us why you want to work at Connexus specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Connexus!
How to prepare for a job interview at Connexus
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
