At a Glance
- Tasks: Lead a team to enhance customer feedback and improve services.
- Company: Join Magenta, a forward-thinking organisation focused on customer satisfaction.
- Benefits: Enjoy 26 days holiday, flexible working, and health care support.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference by shaping services based on customer insights.
- Qualifications: Experience in customer voice and complaints management is essential.
The predicted salary is between 35000 - 42000 £ per year.
About the Role
We’re looking for an experienced and confident Customer Voice and Complaints Manager to lead Magenta’s approach to complaints, customer feedback, engagement and insight‑led service improvement.
The role ensures customers are listened to, complaints are handled fairly and consistently, and learning is used to improve services and outcomes.
Responsibilities
- Lead and develop a customer‑focused complaints team.
- Oversee complaint handling processes and ensure compliance with the Housing Ombudsman Complaint Handling Code.
- Use customer feedback, data and insights to identify themes and drive service improvement.
- Collaborate with cross‑functional teams to create opportunities for customers to shape services, policies and priorities.
- Demonstrate outcomes through clear “You Said, We Did” reports.
Qualifications
- Strong experience in customer voice, complaints, engagement or feedback services; preferably in social housing or another regulated environment.
- Excellent leadership, communication, stakeholder management and reporting skills.
- Deep understanding of the Housing Ombudsman Complaint Handling Code and related regulatory frameworks.
- Passion for fairness, inclusion and continuous improvement.
Benefits
- 26 days holiday (plus UK bank holidays)
- Paid time off over Christmas period
- Defined contribution pension scheme with a fixed employer rate of 6%
- Flexible working
- Health care cash plan
- Well‑being support and fun employee events
- Employee recognition programme
- Talent management programmes and e‑learning access to support development
- Free parking at head office or main depot
- Paid professional memberships
- Volunteering day
- Free on‑site gym
We encourage all applications regardless of age, different abilities, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
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Customer Voice and Complaints Manager in Birkenhead employer: Magenta Living
At Magenta Living, we pride ourselves on being a values-led organisation that fosters a supportive and dynamic work environment. As an Executive Business Partner, you will enjoy a range of benefits including flexible working, a generous holiday allowance, and opportunities for professional development through our Talent Management Programmes. Our commitment to employee well-being is evident in our healthcare cash plan, on-site gym, and engaging employee events, making us an excellent employer for those looking to make a meaningful impact while advancing their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Voice and Complaints Manager in Birkenhead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Magenta Living. 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 Magenta Living 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 Customer Voice and Complaints Manager in Birkenhead
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 Magenta Living:Your cover letter is your chance to shine! Tell us why you want to work at Magenta Living 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 Magenta Living!
How to prepare for a job interview at Magenta Living
✨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.
