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 workplace with a focus on equal opportunities and individual support.
- Why this job: Make a real impact by resolving high-priority disputes in a purpose-driven role.
- 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.
Senior Customer Care Manager: Complex Disputes & Insight in Basingstoke employer: Tate Cambridge
Join a purpose-driven organisation in Basingstoke that is dedicated to championing quality and consumer confidence. As a Senior 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 disputes. With a focus on collaboration and transparency, this role offers a unique chance to lead a team while contributing to the governance and continuous improvement of customer care practices.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Care Manager: Complex Disputes & Insight in Basingstoke
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing, utilities, or financial services sectors. A friendly chat can lead to insider info about job openings or even a referral that could land you an interview.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you’ve handled complex disputes in the past and be ready to share specific examples. We want to hear about your problem-solving skills and how you’ve built relationships with stakeholders.
✨Tip Number 3
Show off your leadership skills! If you’ve managed a team before, highlight your experience in setting objectives and performance management. We love to see candidates who can inspire and develop others.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re here to support you throughout the process, so don’t hesitate to reach out if you need any help.
We think you need these skills to ace Senior Customer Care Manager: Complex Disputes & Insight in Basingstoke
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in managing complex disputes. We want to see how your background aligns with the role, so don’t hold back on showcasing your relevant skills!
Showcase Your Stakeholder Skills:Since strong stakeholder management is key for this role, include examples of how you've built relationships in previous positions. We love seeing how you’ve communicated effectively with different parties!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, especially when discussing your experience with high-priority complaints and casework.
Apply Early!:Don’t wait until the last minute to submit your application. We encourage you to apply through our website as soon as possible to avoid missing out on this exciting opportunity!
How to prepare for a job interview at Tate Cambridge
✨Know Your Complex Disputes
Make sure you brush up on your knowledge of complex disputes, especially in the housing, utilities, or financial services sectors. Be ready to discuss specific examples from your past experience where you've successfully managed high-level complaints and how you approached them.
✨Showcase Your Stakeholder Management Skills
Prepare to talk about how you've built strong relationships with both internal and external stakeholders. Think of instances where your communication skills made a difference in resolving disputes or improving processes, and be ready to share those stories.
✨Demonstrate Leadership Experience
Since this role involves line management, highlight your experience in mentoring or managing teams. Discuss how you've set objectives and supported your team in achieving their goals, as well as any performance management strategies you've implemented.
✨Be Process-Driven and Customer-Centric
Emphasise your organisational skills and detail-oriented mindset. Prepare to explain how you ensure a customer-centric approach in your work, particularly when dealing with sensitive cases. This will show that you align with the organisation's values and mission.
