At a Glance
- Tasks: Own customer complaints from start to finish and drive improvements.
- Company: Dynamic company focused on excellent customer experience and inclusivity.
- Benefits: 25 days holiday, flexible leave options, and wellness support.
- Other info: Join a supportive team with great career development opportunities and fun company events.
- Why this job: Make a real difference in customer satisfaction while developing your problem-solving skills.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
As a complaint manager, you’ll take ownership of customer issues from the moment they’re raised through to resolution. You’ll investigate concerns, communicate clearly with customers and colleagues, and help shape improvements that reduce future complaints. It’s a role for someone who enjoys solving problems, staying calm under pressure and making a genuine difference to customer experience.
Responsibilities
- Engage with dissatisfied customers to understand concerns and aim for first‑contact resolution.
- Carry out full complaint investigations using information from multiple teams and partners.
- Work with senior stakeholders to recommend fair outcomes.
- Calculate compensation where appropriate.
- Manage complaints from start to finish, including escalations to the Ombudsman.
- Identify root causes and suggest improvements.
- Ensure timely, compliant handling in line with procedures.
- Support process improvement and deputise when required.
- Liaise with external bodies such as Ofcom and CISAS.
- Champion excellent customer experience and promote Treating Customers Fairly.
Qualifications
- Customer service experience (Essential).
- Complaint handling experience (Ideal).
- Confidence managing cases by phone and email with positive outcomes.
- Ability to spot early‑resolution opportunities.
- Strong attention to detail and organisation.
- Stakeholder management capability.
- Sound decision‑making and problem‑solving.
- Negotiation and influencing skills.
- Ability to work to deadlines and meet KPIs.
- Clear written and verbal communication.
- Analytical mindset and positive attitude.
Benefits
- Holidays: 25 days + bank holidays and buy/sell options.
- Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day.
- Lifestyle: 9% combined pension contribution and 4× salary life assurance.
- Rewards: Quarterly and annual employee awards, discounts on tech.
- Socials: All‑expenses‑paid company events.
- Development: In‑House Training Academy.
- Well‑being: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye‑care vouchers, financial wellbeing support.
Equal Opportunity
We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.
Complaints Manager employer: ONECOM LTD
As a Complaints Manager at our company, you'll be part of a dynamic team that prioritises customer satisfaction and continuous improvement. We offer a supportive work culture with extensive employee growth opportunities through our In-House Training Academy, alongside generous benefits such as 25 days of holiday, mental health support, and all-expenses-paid company events. Located in a vibrant area, we foster an environment where your problem-solving skills can truly make a difference, ensuring you feel valued and empowered in your role.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ONECOM LTD. 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 ONECOM LTD 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 Complaints Manager
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 ONECOM LTD:Your cover letter is your chance to shine! Tell us why you want to work at ONECOM LTD 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 ONECOM LTD!
How to prepare for a job interview at ONECOM LTD
✨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.
