At a Glance
- Tasks: Take charge of customer complaints, resolving issues and improving processes.
- Company: Fast-growing small business with a national supplier network.
- Benefits: Competitive salary and the chance to make a real impact.
- Other info: Opportunity for growth and to make a visible difference.
- Why this job: Join a dynamic team and shape customer experience in a hands-on role.
- Qualifications: Experience in managing complaints and strong problem-solving skills required.
The predicted salary is between 36000 - 44000 £ per year.
- Complaints Manager
- Full-time, On-site at Liverpool / Speke
- Circa £40,000 DOE
Are you an experienced complaints professional who enjoys getting to the heart of an issue, finding the right resolution and using what you learn to make things better?
My client is a fast-paced, growing small business with a national supplier network, looking for an experienced Complaints Manager to take ownership of complaints and escalations and help shape and strengthen the way they are managed across the business.
This is a hands-on, onsite role where you will manage complex issues through to resolution, while also identifying trends, improving processes and driving greater ownership and consistency across the business.
- What you'll be doing
- Taking ownership of complaints and escalations from acknowledgement through to resolution.
- Investigating issues and working with internal teams and suppliers to establish the facts.
- Handling complex or sensitive customer situations and agreeing fair, commercially sensible resolutions.
- Developing and improving the complaints process, ensuring a clear and consistent approach across the business.
- Identifying trends, recurring issues and root causes, turning these into practical service improvements.
- Providing clear complaints reporting and insight to the leadership team, highlighting key risks, themes and actions.
- Working across the business to drive ownership, improve service standards and ensure agreed actions are followed through.
- Using learning from complaints to help prevent repeat issues and improve the overall customer experience.
About you
You will have proven experience managing customer complaints, escalations or complex service issues, with strong investigation and problem-solving skills.
A confident communicator, you'll be comfortable handling challenging conversations and able to balance customer needs with commercial considerations.
You'll be organised, practical and confident working across the business to find solutions and get things resolved.
Experience within roadside assistance, fleet, logistics, automotive, contact centre operations or another fast-paced service environment would be an advantage.
This is a great opportunity to join a small, growing business where you will have real ownership and the opportunity to make a visible difference, working with a great team.
Interested? We would love to hear from you.
INDLS
Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy.
You may be contacted directly by the employer should they wish to progress your application.
Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.
Complaints Manager employer: Equals One Ltd
Bluebird Care Calderdale and Bradford is an exceptional employer that prioritises the well-being of both its employees and customers. With flexible shifts, comprehensive training, and a supportive team environment, you will have the opportunity to make a meaningful impact in the lives of individuals while enjoying ongoing career development. Join us in Halifax and Brighouse, where your compassion and dedication can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Equals One Ltd. 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 Equals One Ltd 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
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 Equals One Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Equals One Ltd 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 Equals One Ltd!
How to prepare for a job interview at Equals One Ltd
✨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.
