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- Tasks: Lead a team to manage and resolve customer complaints effectively.
- Company: Dynamic contact centre focused on service excellence and customer advocacy.
- 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 (Motherwell) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Assistant Manager (Motherwell)
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in contact centres or have experience with complaints management. 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 handling and team management. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to improve customer experiences in past roles. Bring examples of trends you've identified and how you implemented changes based on that data.
✨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 (Motherwell)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Operations Assistant Manager. Highlight your experience in complaints management and any relevant regulatory knowledge. We want to see how your skills align with what we're looking for!
Showcase Your Achievements: When writing your application, don’t just list your duties; showcase your achievements! Use specific examples of how you've improved processes or resolved complex complaints. This helps us see the impact you've made in previous roles.
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills. Avoid jargon unless it’s relevant to the role – we want to understand your story easily!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy to do!
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.
✨Analyse and Present Data
Get comfortable with analysing complaints data and identifying trends. Be prepared to discuss how you've used data to improve customer experience in the past. You might even want to bring a few examples of reports or analyses you've done to showcase your analytical skills.
✨Emphasise Customer Advocacy
Demonstrate your commitment to customer advocacy during the interview. Share stories that highlight your dedication to resolving complaints fairly and promptly. Show that you understand the importance of a positive customer experience and how it ties into the overall success of the contact centre.