At a Glance
- Tasks: Manage customer complaints and deliver quick, fair resolutions with empathy.
- Company: Join a supportive team in the utilities industry focused on customer care.
- Benefits: 31 days annual leave, generous pension, gym discounts, and employee recognition schemes.
- Other info: Opportunities for growth and becoming a subject matter expert.
- Why this job: Make a real impact on customer experience while developing your skills.
- Qualifications: Strong communication skills and experience in handling complaints across multiple channels.
The predicted salary is between 36000 - 60000 £ per year.
Location: Edinburgh
We’re looking for a Complaints Account Manager to take ownership of complaints and deliver fast, fair resolutions. You’ll be the voice of the customer, investigating issues, recommending solutions, and driving improvements to prevent future problems.
What you’ll do:
- Handle complaints via phone and written channels with empathy and professionalism.
- Investigate service failures, agree redress, and ensure compliance with policy.
- Collaborate across teams to resolve cases quickly and reduce backlog.
- Share insights to improve processes and prevent repeat issues.
- Keep accurate records and manage cases end-to-end.
What we’re looking for:
- Strong communication skills and ability to handle challenging conversations.
- Experience in complaints handling (multi-channel).
- Critical thinking, attention to detail, and IT proficiency.
- Ability to balance customer care with commercial awareness.
- Knowledge of water/utilities industry (desirable).
Why join us?
- Be part of a team that values dependability, knowledge, support, purpose, and progress.
- Opportunities to develop and become a subject matter expert.
- Make a positive impact on customer experience and company performance.
- 31 days annual leave plus additional 6 bank holiday days.
- Generous pension contribution.
- Selection of discounts including gym memberships.
- Employee reward recognition schemes.
Complaints Manager in Edinburgh employer: Search
Join our dynamic team in Edinburgh as a Complaints Manager, where we prioritise dependability and support in a collaborative work culture. With generous benefits including 31 days of annual leave, a robust pension scheme, and opportunities for professional growth, you will play a crucial role in enhancing customer experience while making a meaningful impact on our operations. Embrace the chance to develop your expertise in a company that values your contributions and fosters a positive work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Search. 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 Search 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 in Edinburgh
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 Search:Your cover letter is your chance to shine! Tell us why you want to work at Search 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 Search!
How to prepare for a job interview at Search
✨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.
