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- Tasks: Lead a team to manage escalated complaints and drive service excellence.
- Company: Dynamic contact centre focused on customer advocacy and improvement.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Why this job: Make a real difference in customer experience while developing your leadership skills.
- Qualifications: Experience in complaints management and strong communication skills required.
- Other info: Join a culture of continuous improvement and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
The Assistant Contact Centre Manager (Complaints) supports the overall management of the complaints function within the contact centre. The role ensures the effective handling of escalated complaints, compliance with regulatory standards, and delivery of a fair and timely resolution for customers. Working closely with the Contact Centre Manager, you will lead and support a team to drive service excellence, reduce repeat complaints, and identify opportunities for process improvement.
Key Responsibilities
- Assist in managing the day-to-day operations of the complaints team within the contact centre.
- Handle escalated and complex complaints, ensuring prompt and fair resolution in line with company policies and regulatory requirements.
- Support the recruitment, training, and development of complaint-handling staff.
- Monitor team performance, providing coaching and feedback to achieve service level agreements (SLAs) and key performance indicators (KPIs).
- Ensure complaint records are accurately maintained and reported in accordance with compliance and audit standards.
- Analyse complaints data to identify trends, root causes, and opportunities to improve customer experience.
- Collaborate with other departments to implement corrective actions and prevent recurrence of common complaints.
- Support the Contact Centre Manager in preparing management reports, performance reviews, and regulatory submissions.
- Promote a culture of customer advocacy and continuous improvement.
Skills & Experience
- Experience overseeing an end to end complaints function
- Proven experience in a contact centre or customer service environment, with a focus on complaints handling.
- Strong knowledge of complaints management processes and regulatory frameworks (e.g., FCA, FOS, or industry-specific standards).
- Excellent communication, negotiation, and problem-solving skills.
- Ability to lead, motivate, and develop a team.
- Strong analytical and reporting skills, with experience using customer service/CRM systems.
- Resilient under pressure, with the ability to manage competing prioritize
Operations Assistant Manager employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Assistant Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in contact centres. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used data to improve customer experience in past roles. This will demonstrate your ability to identify trends and implement effective solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Operations Assistant Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations Assistant Manager role. Highlight your experience in complaints management and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Achievements: When writing your application, don’t just list your responsibilities. Share specific achievements that demonstrate your ability to handle escalated complaints and improve processes. We love seeing how you've made a difference in previous roles!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon unless it’s relevant to the role. We appreciate clarity and want to understand your experience without wading through unnecessary fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Teleperformance
✨Know Your Complaints Management
Make sure you brush up on your knowledge of complaints management processes and regulatory frameworks. Be ready to discuss how you've handled escalated complaints in the past and what strategies you used to ensure compliance and customer satisfaction.
✨Showcase Your Leadership Skills
As an Assistant Contact Centre Manager, you'll need to lead a team effectively. Prepare examples of how you've motivated and developed staff in previous roles. Highlight any specific coaching techniques or training programmes you've implemented to improve team performance.
✨Analyse and Present Data
Be prepared to talk about how you've used data to identify trends and root causes of complaints. Bring examples of reports you've created or insights you've gained from analysing complaints data, and be ready to discuss how these led to process improvements.
✨Demonstrate Customer Advocacy
Show that you understand the importance of customer advocacy in your role. Think of examples where you've gone above and beyond to ensure a fair resolution for customers. Discuss how you would promote a culture of continuous improvement within the team.