Job Title: Complaints Resolution Manager
Location: North West England, Cheshire, Birchwood
Job Type: Contract, expected to work Full-Time hours. Hybrid model of 3 days office based, 2 days working from home (WFH)
Primary Industry: Customer Service and Call Centres
Salary: £35000 - £40000 Per annum
Job Duties:
1. Manage and oversee the complaints resolution process within the customer service department
2. Investigate customer complaints thoroughly and efficiently
3. Develop effective resolutions and solutions to customer issues
4. Communicate with customers to address their concerns and provide updates on the resolution process
5. Collaborate with other departments to ensure a smooth and timely resolution of complaints
6. Monitor and analyse complaint trends to identify areas for improvement
Required Qualifications:
1. Proven experience in a complaints resolution or customer service management role
2. Strong analytical and problem-solving skills
3. Excellent communication and interpersonal abilities
4. Ability to remain calm and professional in high-pressure situations
5. Dealing with escalated complaints is a must
Experience:
1. Minimum of 5 years in a customer service or complaints resolution role
Knowledge and Skills:
1. Understanding of customer service principles and practices
2. Knowledge of complaints handling procedures and best practices
3. Proficiency in Microsoft Office suite
4. Strong organisational and time management skills
If you are interested in becoming part of a fast-growing business that has a positive impact for both customers and the environment alike, then reach out, this could be the role for you.
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