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- Tasks: Manage customer complaints with a personal touch and proactive approach.
- Company: Join Travel Chapter, a leading holiday home company with a strong family ethos.
- Benefits: Enjoy 25 days holiday, birthday leave, volunteer day, and social clubs.
- Why this job: Be part of a caring culture that values bold ideas and continuous improvement.
- Qualifications: Passion for customer service, proactive management skills, and strong communication abilities.
- Other info: Diversity is key; adjustments for applications are welcomed.
The predicted salary is between 28800 - 43200 £ 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 as you play a vital role in our commitment to quality and service.
As part of your everyday 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 the confidence to take ownership and make clear and 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 pinpoint 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 below, 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 engage 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 over the years from a small South West holiday letting agency to one of the market leaders in the industry, we’ve never lost sight of our strong family ethos and we keep the same values at the heart of everything we do. Along the way, we’ve nurtured a caring and collaborative culture that drives us forward and keeps our team inspired and motivated every day.
The people behind our company are at the heart of everything we do and it’s a place where everyone is welcome; a place that’s friendly and fair; a place that encourages people to be bold, explore new ideas and push the boundaries of what they do every single day.
We are passionate about what we do and we take a common-sense approach to getting things done. Inevitably, things go wrong from time to time and we do everything we can to make it right. We learn from it and adapt, remembering to stay curious and never stop evolving.
Diversity is key to our success, and we work hard to make sure we’re inclusive. Please let us know if you need any adjustments made to the application or selection process so you can do your best – we’ll be happy to help.
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Complaint Manager employer: Travel Chapter
Contact Detail:
Travel Chapter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Manager
✨Tip Number 1
Familiarise yourself with the company's values and culture. Since Travel Chapter emphasises a family ethos and collaborative culture, demonstrating your alignment with these values during interviews can set you apart.
✨Tip Number 2
Prepare examples of how you've successfully managed complaints in the past. Highlight your proactive approach and any specific frameworks or methodologies you've used, as this will showcase your relevant experience.
✨Tip Number 3
Brush up on your Root Cause Analysis skills. Being able to discuss how you've identified and resolved issues in previous roles will demonstrate your problem-solving abilities and commitment to improving processes.
✨Tip Number 4
Practice your communication skills, especially in conveying complex information clearly. Since the role involves liaising with senior managers and stakeholders, being articulate and confident will be crucial in making a positive impression.
We think you need these skills to ace Complaint Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaint management and customer service. Use specific examples that demonstrate your ability to handle complex situations and improve processes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer service. Mention your familiarity with complaint frameworks and your proactive approach to managing caseloads.
Showcase Communication Skills: Emphasise your strong communication skills in both your CV and cover letter. Provide examples of how you've effectively liaised with senior managers and stakeholders in previous roles.
Highlight Problem-Solving Abilities: Discuss your experience with Root Cause Analysis and how you've identified gaps in processes. This will show your potential employer that you can contribute to continuous improvement within their complaints framework.
How to prepare for a job interview at Travel Chapter
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering exceptional customer service during the interview. 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 ability to stay organised under pressure.
✨Familiarise Yourself with Complaint Frameworks
Research common complaint frameworks and scenario matrices before the interview. Being knowledgeable about these processes will show that you understand the role's requirements and are ready to implement them.
✨Prepare for Root Cause Analysis Questions
Expect questions related to Root Cause Analysis and be ready to provide examples of how you've identified issues and implemented solutions in previous roles. This will demonstrate your analytical skills and commitment to continuous improvement.