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For Companies At a Glance
- Tasks: Lead a team to resolve customer complaints and enhance satisfaction.
- Company: Join a top law firm in Leeds known for its supportive culture.
- Benefits: Enjoy hybrid working, career growth, and a comprehensive benefits package.
- Why this job: Make a real impact by improving customer service and driving positive change.
- Qualifications: Experience in complaints management and strong communication skills required.
- Other info: Opportunity to work in a fast-paced environment with a focus on continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
We are delighted to be supporting a leading law firm in Leeds who are looking to appoint a permanent Complaints Manager. This is a fast-paced and varied position where you will be managing a team of 5 people, resolving complex complaints efficiently while driving continuous improvement. The ideal candidate will be someone who thrives in problem-solving, has experience in complaints and leading a team.
Key Responsibilities:- Lead the resolution of escalated customer complaints and queries within the remortgage process.
- Identify recurring challenges and implement improvements to enhance customer satisfaction.
- Ensure compliance with regulatory and legal requirements in complaint handling.
- Monitor trends in customer feedback to drive service enhancements.
- Provide coaching and support to team members on best practices for resolving customer concerns.
- Maintain accurate records of complaints and resolutions, producing reports for senior management.
- Lead and conduct regular team meetings.
- Proven experience in a customer resolution, complaints management, or customer service leadership role within financial or legal services.
- Strong knowledge of remortgage or conveyancing processes is highly desirable.
- Excellent communication and problem-solving skills.
- Ability to remain calm under pressure and handle complex cases with professionalism and a timely manner.
- People management skills.
- A proactive approach to process improvement and customer satisfaction.
- Opportunities for career growth.
- A supportive and collaborative work environment.
- Comprehensive benefits package, including pension and wellbeing programs.
- Hybrid working.
If you’re passionate about delivering outstanding customer service and driving positive change, we’d love to hear from you.
Complaints Manager employer: Jo Holdsworth Recruitment Ltd.
Contact Detail:
Jo Holdsworth Recruitment Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Familiarise yourself with the remortgage and conveyancing processes. Understanding these areas will not only help you in interviews but also demonstrate your commitment to the role and your ability to manage complaints effectively.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed a team in the past. Highlight specific instances where you resolved complex complaints or improved processes, as this will resonate well with the hiring managers.
✨Tip Number 3
Research the law firm and its values. Tailoring your approach to align with their mission and demonstrating your passion for customer service can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss how you handle pressure and complex cases. Think of scenarios where you remained calm and professional, as this is crucial for a Complaints Manager role in a fast-paced environment.
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in complaints management and team leadership. Use specific examples that demonstrate your problem-solving skills and ability to handle complex cases.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and your proactive approach to process improvement. Mention your familiarity with remortgage or conveyancing processes, as this is highly desirable for the role.
Showcase Relevant Skills: Emphasise your communication and people management skills in your application. Provide examples of how you've successfully coached team members or resolved escalated complaints in previous roles.
Follow Application Instructions: Ensure you follow all application instructions carefully. Submit your application through our website and double-check that all required documents are included and correctly formatted.
How to prepare for a job interview at Jo Holdsworth Recruitment Ltd.
✨Showcase Your Problem-Solving Skills
As a Complaints Manager, you'll need to demonstrate your ability to resolve complex issues. Prepare examples from your past experience where you successfully handled difficult complaints and the strategies you used to achieve positive outcomes.
✨Highlight Your Leadership Experience
Since this role involves managing a team, be ready to discuss your leadership style. Share specific instances where you coached team members or improved team performance, showcasing your ability to inspire and guide others.
✨Understand the Legal Framework
Familiarise yourself with the regulatory and legal requirements related to complaints management in the financial or legal sectors. Being knowledgeable about compliance will show that you take the role seriously and understand its complexities.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think through potential customer complaints you might encounter in the remortgage process and how you would handle them, demonstrating your critical thinking and customer service skills.
