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- Tasks: Manage and resolve complex customer complaints with empathy and creativity.
- Company: Join a dynamic team at Hays Specialist Recruitment, known for its commitment to customer satisfaction.
- Benefits: Enjoy modern facilities, flexible working hours, and the option to work from home.
- Why this job: Make a real impact by enhancing customer experiences and driving positive change.
- Qualifications: Proven experience in customer care management and strong communication skills required.
- Other info: Competitive hourly rate and a supportive work environment await you!
The key purpose of this role is to investigate, manage and resolve escalated and complex complaints, provide a customer-centric approach to handling dissatisfaction and deliver an outstanding customer experience.
Responsibilities:
- Apply confidence and creativity as a communicator to calls and correspondence with customers.
- Demonstrate empathy with customers on the telephone and in writing, produce high-quality written correspondence, using correct grammar, spelling, language and tone of voice.
- Manage and resolve escalated and complex customer complaints, including those of a technical nature, product liability, legal cases and high-profile customers.
- Treat all cases fairly and on an individual basis.
- Use initiative and decision-making skills to identify the issue and drive through a swift and effective resolution.
- Accurately record all complaints, actions, findings and corrective activity.
- Proactively identify trends and lessons learned, and use feedback to improve and promote best practice.
- Provide feedback on this information to relevant areas of the business with recommendations to address areas of shortfall.
What You'll Need to Succeed:
- Proven Experience in a Customer Care manager / Supervisor role.
- Flexible approach to working hours to provide cover, on a rota basis.
- Organised and self-motivated with excellent attention to detail.
- Absolute sense of ownership, expediency, tenacity and resilience.
- Ability to prioritise, work at a pace when required and under pressure.
- Tenacity and initiative to gather information and investigate cases on a wide range of issues.
- Work proactively and flexibly to manage workload, so cases are dealt with within regulatory and legal timescales, responding to urgent requests for assistance when handling customer issues.
- Good commercial understanding and decision-making skills to make the best use of budget and other resources in line with customer needs.
- Establish the cause of the customer complaint and bring it to a resolution whilst effectively managing customer expectations.
- Ability to build strong relationships with stakeholders throughout the business, influencing where necessary to get the best outcome for the customer.
- In-depth cross-functional knowledge of the company's products, processes and procedures.
- Knowledge and understanding of company systems.
- Ability to identify complaint trends and recommend best practice or different ways of doing things.
What You'll Receive in Return:
- Modern Facilities: The recently refurbished headquarters in Milton Keynes offers amenities such as an onsite café, hot desks, and free parking.
- Technology: Contingent workers receive their own laptop.
- Working hours: 35 hours per week on a rota between 08:00 - 18:00 with a 1-hour break. Shifts are 08:00 - 16:00, 09:00 - 17:00 or 10:00 - 18:00. Once every two weeks, you are required to work 10:00 - 18:00.
- Location: 3 days in the office, 2 days WFH. For the first 2 - 4 weeks you will need to be office-based for training purposes.
Customer Care / Complaints Manager employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care / Complaints Manager
✨Tip Number 1
Familiarise yourself with common customer complaints in the industry. Understanding the typical issues customers face will help you demonstrate your knowledge during interviews and show that you're proactive about resolving these problems.
✨Tip Number 2
Practice your communication skills, especially empathy and active listening. Role-playing scenarios with friends or family can help you refine your approach to handling difficult conversations, which is crucial for this role.
✨Tip Number 3
Network with current or former employees in customer care roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 4
Stay updated on the latest trends in customer service and complaint management. Being knowledgeable about new tools and techniques can set you apart from other candidates and show your commitment to continuous improvement.
We think you need these skills to ace Customer Care / Complaints Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and complaint management. Use specific examples that demonstrate your ability to handle complex complaints and provide excellent customer service.
Craft a Strong Cover Letter: Write a cover letter that showcases your communication skills and empathy. Mention how your previous experiences align with the responsibilities of the role, particularly your ability to resolve escalated complaints effectively.
Showcase Your Problem-Solving Skills: In your application, include examples of how you've used initiative and decision-making skills to resolve customer issues. Highlight any trends you've identified and how you've implemented best practices in past roles.
Proofread Your Application: Before submitting, carefully proofread your application for grammar, spelling, and tone. High-quality written correspondence is crucial for this role, so ensure your application reflects that standard.
How to prepare for a job interview at Hays
✨Showcase Your Communication Skills
As a Customer Care / Complaints Manager, your ability to communicate effectively is crucial. Prepare examples of how you've handled difficult conversations or written correspondence in the past, demonstrating your empathy and clarity.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've resolved complex complaints. Highlight your decision-making process and how you identified the root cause of issues, showcasing your initiative and tenacity.
✨Understand the Company’s Products and Processes
Familiarise yourself with the company's offerings and procedures. This knowledge will not only help you answer questions more confidently but also show your commitment to understanding the business and its customers.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your ability to handle escalated complaints. Practice articulating your thought process and the steps you would take to resolve various customer issues effectively.