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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 continuous 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 collaborative team with a focus on innovation and process improvement.
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 people in the industry, especially those already working in contact centres. A friendly chat can lead to insider info about job openings and even referrals.
✨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! Be ready to discuss how you've used data to improve processes or resolve complaints in past roles. This will demonstrate your value to potential employers.
✨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 highlights your experience in managing complaints and working in a contact centre. We want to see how your skills align with the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how you can contribute to our mission of service excellence. Keep it engaging and relevant to the role.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've handled complex complaints in the past. We love seeing candidates who can think on their feet and come up with effective solutions!
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’s super easy!
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. Think about specific situations where your coaching made a difference in performance or morale.
✨Data-Driven Insights
Be prepared to talk about how you've used data to identify trends and improve processes. Bring examples of how you've analysed complaints data to drive service excellence and reduce repeat complaints. This shows your analytical skills and commitment to continuous improvement.
✨Communication is Key
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and confidently. Think about how you would negotiate resolutions for complex complaints and be ready to demonstrate your problem-solving approach during the interview.