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- Tasks: Manage customer complaints with a personal touch and ensure high service standards.
- Company: Join Travel Chapter, a leading holiday home company with a strong family ethos.
- Benefits: Enjoy 25 days paid holiday, birthday leave, volunteer day, and social clubs.
- Why this job: Be part of a caring culture that values boldness and continuous learning.
- Qualifications: Passion for customer service, proactive management skills, and strong communication abilities.
- Other info: Diversity is key; adjustments to the application process are available.
The predicted salary is between 30000 - 42000 £ per year.
Employment Type: Full Time, Permanent
Hours of Work: Shifts to cover Monday – Sunday, 8am – 10pm
Location: Office based
What you’ll do:
As our Complaint Manager, you\’ll provide exceptional customer service with a personal touch and play a vital role in our commitment to quality and service.
In your daily role, you will:
- Embrace the \’phone first\’ strategy to ensure a personalized approach to the complaints process.
- Proactively manage your caseload, from workflow allocation to collaborating with customers, internal teams, and suppliers.
- Adhere to our complaints framework and scenario matrix.
- Demonstrate confidence in taking ownership and making clear, concise decisions, even in complex commercial scenarios, while maintaining high customer service standards.
- Identify process and procedural gaps for potential improvement and training.
- Conduct Root Cause Analysis to identify causes, solutions, and actions for significant reductions in complaints.
- Communicate effectively and proactively with senior managers and stakeholders.
You’ll have:
We know that the perfect candidate who ticks every box doesn’t exist, so if you’re excited by the role and can do most of the following, please get in touch – you could be exactly what we need!
Ideally, we\’re looking for:
- A passion for delivering the personal touch within the complaints process.
- Proactive caseload management skills.
- Familiarity with complaint frameworks and scenario matrices.
- Confidence in taking ownership and making complex decisions without compromising customer service.
- A knack for identifying process and procedural gaps for potential improvements.
- Experience with Root Cause Analysis reporting.
- Strong communication skills to liaise with senior managers and stakeholders effectively.
- Willingness to participate in complaint workshops and training programs.
- A focus on providing valuable customer feedback and internal compliance feedback to management.
You’ll get:
We believe in taking care of our team. In addition to joining a rapidly growing company with a fantastic culture and a focus on employee development, you’ll also receive a competitive salary and benefits, including:
- 25 days’ paid holidays plus bank holidays.
- A special day off for your or a loved one’s birthday.
- £500 towards a holiday of your choice.
- A paid day to volunteer with a charity close to your heart.
- Friends and family discount scheme.
- Life assurance for your peace of mind.
- Social clubs for pet lovers, fitness enthusiasts, gardeners, sustainability champions, nutrition enthusiasts, and more.
- Exciting social events, including our famous Christmas parties!
Who are we?
We’re Travel Chapter – the holiday home people – and we’re on a mission to showcase great places to stay in the UK. While we’ve grown from a small South West holiday letting agency to one of the industry leaders, we’ve never lost sight of our strong family ethos. We foster a caring and collaborative culture that drives us forward and keeps our team inspired every day.
The people behind our company are at the heart of everything we do. We’re a friendly, fair, inclusive place that encourages boldness, exploration of new ideas, and pushing boundaries daily.
We’re passionate about our work and take a common-sense approach to getting things done. We learn from mistakes and adapt, staying curious and evolving continuously.
Diversity is key to our success. We work hard to be inclusive. Please let us know if you need any adjustments to the application or selection process—we’re happy to help.
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Complaint Manager Customer Service · Norwich, Bideford employer: The Travel Chapter Ltd
Contact Detail:
The Travel Chapter Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Manager Customer Service · Norwich, Bideford
✨Tip Number 1
Familiarise yourself with the company's complaint framework and scenario matrix before your interview. Understanding these tools will not only help you answer questions more effectively but also demonstrate your proactive approach to managing complaints.
✨Tip Number 2
Prepare examples from your past experiences where you've successfully managed a caseload or resolved complex complaints. This will showcase your ability to take ownership and make clear decisions, which is crucial for the Complaint Manager role.
✨Tip Number 3
Brush up on your Root Cause Analysis skills. Being able to discuss how you've identified and addressed process gaps in previous roles will highlight your analytical abilities and commitment to continuous improvement.
✨Tip Number 4
Demonstrate your strong communication skills by preparing thoughtful questions for your interviewers. Engaging them in a discussion about their customer service philosophy will show your genuine interest in the role and the company culture.
We think you need these skills to ace Complaint Manager Customer Service · Norwich, Bideford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint management. Use keywords from the job description, such as 'proactive caseload management' and 'Root Cause Analysis', to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer service. Share specific examples of how you've successfully managed complaints or improved processes in previous roles, showcasing your proactive approach.
Showcase Communication Skills: Since strong communication skills are essential for this role, consider including examples in your application that demonstrate your ability to liaise effectively with senior managers and stakeholders. This could be through past experiences or projects.
Highlight Continuous Improvement Mindset: Emphasise your ability to identify process gaps and suggest improvements. Mention any relevant training or workshops you’ve attended that relate to complaint management or customer service enhancement.
How to prepare for a job interview at The Travel Chapter Ltd
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering exceptional customer service. Share examples of how you've gone the extra mile to resolve complaints and ensure customer satisfaction.
✨Demonstrate Proactive Caseload Management
Be prepared to discuss your approach to managing a caseload effectively. Highlight any tools or strategies you use to prioritise tasks and collaborate with teams, showcasing your organisational skills.
✨Familiarise Yourself with Complaint Frameworks
Research common complaint frameworks and scenario matrices relevant to the role. Being able to discuss these concepts during the interview will show that you're serious about the position and understand the processes involved.
✨Prepare for Root Cause Analysis Questions
Expect questions about your experience with Root Cause Analysis. Be ready to explain how you've identified issues in the past and the steps you took to implement solutions, demonstrating your analytical skills.