At a Glance
- Tasks: Lead a team to resolve customer complaints efficiently and fairly.
- Company: Respected housing organisation with a focus on continuous improvement.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Join a dynamic team dedicated to enhancing customer satisfaction.
- Why this job: Make a real difference in customer experience and drive positive change.
- Qualifications: Experience in managing complaints and strong knowledge of best practices.
The predicted salary is between 46000 - 47000 £ per year.
Hamilton Woods Associates are delighted to be partnering with a respected housing organisation to recruit a Complaints Manager on a permanent basis. This is an excellent opportunity for an experienced complaints professional to lead a busy customer resolution service, ensuring complaints are handled efficiently, fairly and in line with regulatory expectations, while driving a culture of continuous improvement.
Responsibilities of the Complaints Manager include:
- Managing the end-to-end complaints process, ensuring customers receive timely and effective resolutions
- Leading, motivating and developing a dedicated customer resolution team to achieve high performance standards
- Investigating complex and escalated cases, providing fair, balanced and evidence-based outcomes
- Monitoring complaint performance, ensuring service standards and response deadlines are consistently achieved
- Producing reports and analysing complaint trends to identify opportunities for service improvement
- Working closely with managers across multiple departments to resolve issues and improve customer experience
- Promoting a positive approach to complaint resolution and embedding lessons learned across the wider business
Requirements of the Complaints Manager include:
- Previous experience managing complaints within social housing, local government or another regulated customer service environment
- Strong knowledge of complaint investigation techniques and complaint handling best practice
- Confident using Microsoft Office and customer management systems
To be considered for this exciting role, please contact Connor Lamb - Recruitment Consultant at Hamilton Woods or apply online with a covering note of your experience and suitability referencing the job ID number. Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot respond to all applicants, and please assume your application has been unsuccessful.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in Swadlincote
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hamilton Woods. 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 Hamilton Woods 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 Swadlincote
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 Hamilton Woods:Your cover letter is your chance to shine! Tell us why you want to work at Hamilton Woods 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 Hamilton Woods!
How to prepare for a job interview at Hamilton Woods
✨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.
