At a Glance
- Tasks: Manage and resolve complex customer complaints while leading a small team.
- Company: Join a nationally recognised organisation that champions quality and consumer confidence.
- Benefits: Competitive salary, supportive environment, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and career development.
- Why this job: Make a real impact in a purpose-driven organisation during a key growth phase.
- Qualifications: Experience in managing complex complaints and strong stakeholder management skills.
The predicted salary is between 50000 - 55000 £ per year.
Tate Recruitment is partnering with a nationally recognised organisation that sets standards and protects consumers. Renowned for championing quality, compliance and consumer confidence, the organisation plays a vital role in resolving complex customer issues, promoting best practice and upholding trust across its industry.
They are seeking an experienced Customer Care Manager, ideally from a housing, utilities or financial services background, where working within a regulated and structured environment is second nature. You will have proven experience handling high‑level, complex disputes, alongside line management experience, including setting objectives and performance management.
This is a new role created due to growth, offering an exciting opportunity to join a purpose‑driven organisation at a key stage in its development.
Key Responsibilities:- Manage and resolve complex and high‑priority complaints and disputes
- Act as lead investigator on escalated and sensitive cases referred to the CEO or COO, ensuring transparent communication and timely updates
- Assess evidence and deliver clear, impartial outcomes
- Build strong relationships with internal and external stakeholders
- Contribute to Board reporting, ensuring high‑priority complaints are captured for governance and transparency
- Line manage, support and develop a small team
- Support reporting, risk escalation and continuous improvement initiatives
- Proven experience managing complex complaints or casework
- Strong stakeholder management and communication skills
- Experience leading, mentoring or managing others
- Highly organised, resilient and detail‑focused
- Process‑driven with a strong, customer‑centric mindset
Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.
Customer Care Manager in Basingstoke employer: Tate Cambridge
Join a purpose-driven organisation in Basingstoke that is dedicated to championing quality and consumer confidence. As a Customer Care Manager, you will benefit from a supportive work culture that prioritises employee growth and development, alongside competitive remuneration and the opportunity to make a meaningful impact in resolving complex customer issues. With a focus on transparency and collaboration, this role offers a unique chance to contribute to governance and continuous improvement initiatives within a nationally recognised organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager in Basingstoke
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at the company you're eyeing. A friendly chat can sometimes lead to a referral, which is gold dust in the job market.
✨Tip Number 2
Prepare for the interview by researching the company inside out. Understand their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Get a friend or family member to do mock interviews with you. This will help you get comfortable with answering tough questions and allow you to refine your responses.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Care Manager in Basingstoke
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Care Manager. Highlight your experience in managing complex complaints and any relevant industry background, like housing or financial services. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer care and how your previous experiences have prepared you for this role. Be sure to mention your stakeholder management skills and any leadership experience you've had.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to handle high-level disputes and lead a team. Numbers and outcomes speak volumes, so don’t shy away from sharing those impressive stats!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at Tate Cambridge
✨Know Your Stuff
Make sure you understand the ins and outs of customer care management, especially in regulated environments like housing or financial services. Brush up on your knowledge of handling complex complaints and disputes, as this will be a key focus during your interview.
✨Showcase Your Leadership Skills
Since the role involves line management, be ready to discuss your experience in leading teams. Prepare examples of how you've set objectives, managed performance, and supported team development. This will demonstrate your capability to manage and mentor others effectively.
✨Build Rapport with Stakeholders
Strong stakeholder management is crucial for this position. Think of instances where you've successfully built relationships with internal and external parties. Be prepared to share these stories, highlighting your communication skills and ability to foster collaboration.
✨Be Process-Driven and Customer-Centric
The organisation values a structured approach to customer care. During the interview, emphasise your detail-oriented mindset and how you prioritise customer satisfaction. Share specific examples of how you've implemented processes that improved customer experiences in previous roles.
