At a Glance
- Tasks: Lead the way in transforming complaints into opportunities for customer loyalty and brand trust.
- Company: Join a forward-thinking organisation dedicated to exceptional customer experiences.
- Benefits: Enjoy 28 days holiday, private medical care, and a generous pension scheme.
- Other info: Hybrid working with travel to Manchester and Coventry; be part of a culture of continuous improvement.
- Why this job: Make a real impact by championing customer advocacy and driving meaningful change.
- Qualifications: Experience in complaint handling and a passion for improving customer outcomes.
The predicted salary is between 49500 - 60500 £ per year.
We have the exciting opportunity for a Complaints Experience Lead to join our Complaints Centre of Excellence, playing an important role in shaping the future of complaint handling and customer advocacy across the Group. Our Complaints Centre of Excellence brings together the organisation's complaint handling expertise, ensuring complaints are resolved fairly, consistently and in line with regulatory expectations, while using customer feedback and insight to drive meaningful change. We recognise that every complaint represents an opportunity to learn, improve and strengthen customer trust.
Through expert handling, high-quality interactions and fair outcomes, we aim to turn moments of dissatisfaction into opportunities to build loyalty, advocacy, confidence in our brand and improve our products and services. This role will sit within our Complaints Leadership Team and support the ongoing development of the Group's complaint handling strategy, ensuring lessons learned from complaint trends, customer insight, regulatory change and Financial Ombudsman Service decisions are translated into meaningful action.
The successful candidate will use complaint data, root cause analysis and wider customer intelligence to identify opportunities for improvement across our service, products and processes. The role holder will provide technical complaints leadership and guidance, champion best practice and support colleagues to deliver consistently fair outcomes and exceptional customer experiences. They’ll ensure our complaint approaches remain aligned to regulatory requirements as well as evolving industry and customer expectations.
Working across the Group, the role holder will foster a culture of continuous improvement, helping teams learn, adapt and enhance effectiveness at every stage of a complaint. The role holder will also support the resolution of complex, sensitive and high-profile complaints and provide expert judgement to deliver the right outcomes for customers and the business. They will champion customer advocacy, vulnerability and service recovery, ensuring complaints are not only resolved effectively but are used to drive lasting improvements in customer outcomes, operational performance and organisational capability.
We're looking for a true ambassador of good customer outcomes and complaint handling excellence to join us in powering good with every pound. This role can operate from either our Head Offices in Manchester or Binley, Coventry but as a Group role, travel to both locations will be required and a team-led hybrid working arrangement is in place with at least 2 days in the office required.
Benefits:
- 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
- Annual discretionary bonus scheme
- Personal pension with enhanced contributions
- Private medical and health screenings
- Maternity, paternity and shared parental leave
- Extensive wellbeing support
- Life assurance (6 times annual salary)
We reserve the right to close this advert early if we receive a high volume of suitable applications.
Complaints Experience Lead in Coventry employer: Coventry Building Society Careers
Coventry Building Society is an exceptional employer, offering a supportive and collaborative work environment in Binley, Coventry. With a strong focus on employee well-being, we provide generous benefits such as 28 days of holiday, a personal pension plan with matched contributions, and private medical insurance, ensuring our team members can thrive both personally and professionally. Join us to be part of a dynamic Workplace Experience team that values your contributions and fosters growth opportunities in a well-managed and safe workplace.
Contact Details:
Coventry Building Society Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Experience Lead in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Coventry Building Society Careers. 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 Coventry Building Society Careers 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 Experience Lead in Coventry
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 Coventry Building Society Careers:Your cover letter is your chance to shine! Tell us why you want to work at Coventry Building Society Careers 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 Coventry Building Society Careers!
How to prepare for a job interview at Coventry Building Society Careers
✨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.
