Senior Complaints Manager
Strawberry Lane, Newcastle upon Tyne, with hybrid flexible working
Permanent, Full time (37.5 hpw)
Salary circa: £50,000 pa, dependent on skills and experience with great benefits including Health Cash Plan
Home, a place where you belong
We have a brilliant opportunity for you to become a vital part of our customer complaints team in the role of Senior Complaints Manager. This newly established position will involve leading, developing and inspiring the complaints team ensuring the end-to-end life cycle of complaints are managed and resolved within the key SLAs.
Focusing on ensuring the delivery of our customer promise through effective and customer-centric complaint resolution. Your leadership and focus will champion, drive and embed a culture which encompasses the hearts and minds of our customers.
Typical day as a Senior Complaints Manager
1. Playing a key role in ensuring policy, process and regulations are followed.
2. Offering expert support and coaching to colleagues across the business.
3. Drive a culture of seeing complaints as a positive way to learn about what our customers expect.
4. Provide analysis on a regional, organisation and business area level to look at trends, themes and lessons learnt.
5. Evidence based and risk assessed concise recommendations to the wider team/business.
6. Work at pace and manage competing priorities...