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- Tasks: Lead the Customer Resolution Team to ensure top-notch service and resolve complaints effectively.
- Company: Join a dynamic company focused on customer satisfaction and operational excellence.
- Benefits: Enjoy 26 days holiday, free parking, pension, and regular pay reviews.
- Why this job: Make a real impact by enhancing customer experiences and developing your skills in a supportive environment.
- Qualifications: Strong communication skills, Microsoft Office proficiency, and experience in complaint management are essential.
- Other info: This is a full-time office-based role with a focus on teamwork and personal development.
Customer Resolution Team Leader
Make sure to apply with all the requested information, as laid out in the job overview below.
Location: Leatherhead
Job type: Full time (Office based)
Salary: up to £33000 pa+ great
Great benefits including 26 days holiday + bank holidays, modern offices, free onsite parking, pension, regular pay reviews and annual company performance bonus.
Office Hours: Monday – Friday (9-5)
Job overview
Working as part of the Customer Operations Team, you will be responsible for ensuring all customers and consumers are offered the best possible service and implement complaint resolution strategies across the company. You will coach the wider Operations Teams on how to deal with complaints effectively, embedding empathy whilst dealing with the matter in a timely and professional manner.
Key Responsibilities
* Investigating complaints appropriately, to deliver the right outcome
* Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media
* Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems
* Coaching & developing the wider team on effective complaint handling
* Understanding of external regulations for company services and how these affect how complaints are handled
* Pro-actively managing complaints received via social media platforms
* Creating effective Complaints Reporting (volumes, classifications, resolution times, linked compensation payments etc)
* Designing and delivering robust Complaint Handling training
The Role
* Dealing with customer complaints through investigating the root causes of customer dissatisfaction and resolving complaints in line with procedures and regulatory requirements.
* Delivering Complaints Reporting & Analysis to support with identifying themes and trends, suggesting process changes to enhance the customer and consumer experience
* Demonstrating and developing a sound knowledge of external regulations the company must adhere to when managing complaints
* Building Strong Relationships through effective communication with customers, consumers and internal stakeholders across all correspondence via email, telephone and meetings (virtual or otherwise). Striving towards strategic goals and the ability to go the extra mile to ensure a customer’s needs are met and exceeded.
* Contributing Performance Data in daily team meetings to aid the measure of KPIs against the SLAs that are in place and offer feedback on what needs to be done to maintain or improve performance as needed.
* Demonstrating Ownership of Core Processes that are relevant to your role; promptly communicate any training needs, identify areas for improvement and support the maintenance of process documentation (standard operating procedures etc).
* Accountability for Personal Development by collaborating with manager to ensure relevant objectives are in place, and that effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.
* Maintaining a Strong Team Brand Image across all internal and external communications, including behaviour and conduct in the office, striving to demonstrate company key values and support a positive reputation individually and as a team.
Person Specification
* Excellent communication skills across a variety of channels
* Full working knowledge of Microsoft Office
* Numeracy & grammatical skills
* Flexible & adaptable approach to working
* Accuracy & attention to detail
* Comfortable working in a team environment
* Strong organisational skills
* Experience of working in a KPI-driven environment
* Competent in managing customer complaints & escalations
* Experience producing management information and reports
Customer Resolutions Manager employer: Mistral Recruitment
Contact Detail:
Mistral Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolutions Manager
✨Tip Number 1
Familiarize yourself with common customer complaint scenarios and effective resolution strategies. This will help you demonstrate your understanding of the role during interviews and show that you're proactive about improving customer experiences.
✨Tip Number 2
Brush up on your knowledge of external regulations related to customer service and complaints handling. Being able to discuss these regulations confidently can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed customer complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your problem-solving skills.
✨Tip Number 4
Showcase your ability to work in a KPI-driven environment by discussing any relevant metrics you've achieved in previous roles. This will demonstrate your commitment to performance and accountability.
We think you need these skills to ace Customer Resolutions Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint resolution. Use specific examples that demonstrate your ability to handle complaints effectively and coach others.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the importance of empathy in complaint handling. Mention how your skills align with the responsibilities outlined in the job description.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to communicate clearly and professionally. Pay attention to grammar and structure in all written materials.
Highlight Relevant Achievements: Include any achievements related to customer satisfaction or complaint resolution in your application. Quantify your successes where possible, such as improvements in customer feedback scores or successful training initiatives.
How to prepare for a job interview at Mistral Recruitment
✨Showcase Your Communication Skills
As a Customer Resolutions Manager, excellent communication is key. Be prepared to demonstrate your ability to communicate effectively across various channels, whether it's through examples of past experiences or role-playing scenarios during the interview.
✨Understand Complaint Resolution Strategies
Familiarize yourself with effective complaint resolution strategies and be ready to discuss how you have implemented these in previous roles. Highlight your experience in investigating complaints and delivering positive outcomes.
✨Demonstrate Empathy and Professionalism
Empathy is crucial when dealing with customer complaints. Prepare to share examples of how you've handled difficult situations with empathy while maintaining professionalism. This will show that you can manage complaints effectively.
✨Prepare for KPI-Driven Discussions
Since the role involves working in a KPI-driven environment, be ready to discuss how you've met or exceeded KPIs in the past. Bring data or reports that showcase your achievements and how they contributed to team goals.
