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For Companies At a Glance
- Tasks: Manage customer complaints and oversee a team to enhance service quality.
- Company: Join a dynamic team at Morgan Sindall, focused on customer satisfaction.
- Benefits: Enjoy 26 days holiday, enhanced pension, flexible working, and health perks.
- Why this job: Make a real impact on customer experience while developing your leadership skills.
- Qualifications: Experience in team management and strong customer service skills required.
- Other info: This is a non-hybrid role based in Westminster, with opportunities for professional growth.
The predicted salary is between 36000 - 60000 £ per year.
We are looking to recruit a Customer Complaints (Feedback) Manager to join our team at our Goldney Road Hub in Westminster, W9 2AR.
About the Role
As the Customer Complaints Manager, you will oversee a team of administrators who handle incoming stage 1, stage 2, and ombudsman complaints. Your role will involve analysing customer feedback gathered through various channels and developing a comprehensive service improvement plan that prioritises the customer journey and satisfaction. You’ll be responsible for the management and administrative compliance of the Morgan Sindall Integration System (MSi), with accountability for managing the business process systems, ensuring the attainment and compliance of KPIs. This is a non-hybrid role working from the main Goldney Hub office and attending meetings with the client at various local offices.
Key attributes to this role are as follows:
- Day-to-day administration of any new complaints/dissatisfaction surveys received (via email, website, live chat, Trustpilot).
- Ensure complaints are handled in line with our complaints process including investigation to the relevant manager.
- Monitoring and accurately recording of all complaints/dissatisfaction surveys received, ensuring that investigation/response deadlines are adhered to; requesting regular updates from management.
- Daily provision of advice and guidance to operational colleagues on the handling of often complex and detailed complaints; including reviewing/formatting of draft responses prior to issue by site.
- Providing administrative support in relation to those complaints being investigated/adjudicated.
- Maintenance of Stage 1, 2, Ombudsman, Aftercare, dissatisfaction surveys registers, ensuring all are kept up to date, by recording the details of complaint, current status, timeframes for response and final outcome.
- Be involved in the development of a central feedback system for tracking and reporting on complaints and customer surveys feedback to ensure consistency and ISO compliance.
- Communicate with staff to gain information for complaint/dissatisfaction surveys investigation and to convey policies.
- Where necessary provide admin support for the coordination of training including DA virtual sessions, customer care training etc.
- Liaise with client team on complaint responses and investigations.
- Provision of ad hoc data and information to the Senior Management Team and Board where required.
- Reviewing statistics on customer feedback and providing weekly monthly feedback to the business and client, on recommended areas of improvement and priorities.
- Developing case studies of best practice to share as part of training and/or inductions of new starters.
- Facilitate customer experience and satisfaction through the effective management and monitoring of communication channels.
- Promoting positive behaviours by sharing positive feedback with the business and recognising good performance by nomination via company’s Recognition Hub/benefits portal work perks vouchers/eCard ‘Thank you’.
About You
With previous experience working in a busy team, you’ll have managed a large team, ideally consisting of Team Leaders, Planners, Administrators and Apprentices, have excellent customer service skills and a focus on business improvement. Candidates will have good working knowledge of Microsoft Office, with strong administration, organisational and communication skills, both written and verbal, with a proven track record of performance delivery against targets.
Benefits include:
- 26 Days Holiday & Bank Holidays
- Enhanced Pension Plan
- Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
- Life Assurance & Accident Cover
- Share Save
- Enhanced Maternity & Paternity Pay
- Buy & Sell Holiday
- Flexible Working & Flexible Bank Holidays
- Cycle to Work
- Volunteering (2 days paid)
Customer Complaints Manager employer: Morgan Sindall Property Services
Contact Detail:
Morgan Sindall Property Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Complaints Manager
✨Tip Number 1
Familiarise yourself with the Morgan Sindall Integration System (MSi) as it’s crucial for this role. Understanding how to navigate and manage this system will give you a significant advantage during the interview process.
✨Tip Number 2
Brush up on your customer service skills and be prepared to discuss specific examples of how you've handled complex complaints in the past. This will demonstrate your ability to manage the team effectively and improve customer satisfaction.
✨Tip Number 3
Research common complaints in the industry and think about potential solutions or improvements. Being able to present these ideas during your interview will show that you're proactive and focused on business improvement.
✨Tip Number 4
Network with current or former employees if possible, to gain insights into the company culture and expectations. This can help you tailor your approach and demonstrate that you’re a good fit for the team.
We think you need these skills to ace Customer Complaints Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Customer Complaints Manager position. Tailor your application to highlight relevant experience and skills that align with the role.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in managing teams and handling customer complaints. Provide specific examples of how you've improved customer satisfaction and managed feedback processes.
Showcase Your Skills: Make sure to showcase your strong communication, organisational, and IT skills. Mention any experience with Microsoft Office and other relevant software that would be beneficial for the role.
Craft a Compelling Cover Letter: Write a cover letter that not only introduces yourself but also explains why you are passionate about improving customer experiences. Discuss how your values align with the company's mission and how you can contribute to their goals.
How to prepare for a job interview at Morgan Sindall Property Services
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Complaints Manager. Familiarise yourself with the complaints process and how to analyse customer feedback effectively. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Leadership Skills
Since you'll be overseeing a team, be prepared to discuss your leadership style and experiences. Share examples of how you've managed teams in the past, particularly in handling complaints or improving customer service.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about how you would handle complex complaints or dissatisfaction surveys, and be ready to explain your thought process and decision-making.
✨Highlight Your IT Proficiency
As the role requires good IT skills, be ready to discuss your experience with Microsoft Office and any other relevant systems. Mention specific tools you've used for tracking complaints or analysing data, as this will show your technical competence.
