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- 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 stakeholder engagement.
- Why this job: Be part of a purpose-driven team making a real impact in customer care.
- Qualifications: Experience in managing complex complaints and strong communication skills required.
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
Contact Detail:
Tate Recruiting Team
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 people in your industry, especially those who work at the company you're eyeing. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer care management. Think about how your experience with complex complaints can shine through in your answers.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've managed teams and resolved disputes in the past. We want to see that you can handle high-pressure situations with ease.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Care Manager 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 complaints and disputes. We want to see how your background aligns with the role of Customer Care Manager, so don’t hold back on showcasing your relevant skills!
Showcase Your Stakeholder Skills: Since building strong relationships is key, include examples of how you've effectively managed stakeholders in previous roles. We love seeing clear communication and collaboration, so let us know how you’ve excelled in these areas!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, especially when it comes to your achievements and experiences. Avoid jargon and make sure your passion for customer care shines through!
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 disappointment. The sooner we see your application, the better!
How to prepare for a job interview at Tate
✨Know Your Stuff
Before the interview, dive deep into the company’s mission and values. Understand their approach to customer care and how they handle complex disputes. This will not only show your genuine interest but also help you align your answers with their expectations.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed high-level complaints or led a team. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it easier for the interviewer to see your impact.
✨Build Rapport
During the interview, focus on building a connection with your interviewers. Ask insightful questions about their current challenges in customer care and share your thoughts on potential solutions. This demonstrates your proactive mindset and ability to engage with stakeholders.
✨Be Process-Driven
Highlight your organisational skills and detail-oriented approach. Discuss how you’ve implemented processes in previous roles to improve efficiency and customer satisfaction. This aligns perfectly with the structured environment they’re looking for.