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:
Manage and oversee the complaints resolution process within the customer service department
Investigate customer complaints thoroughly and efficiently
Develop effective resolutions and solutions to customer issues
Communicate with customers to address their concerns and provide updates on the resolution process
Collaborate with other departments to ensure a smooth and timely resolution of complaints
Monitor and analyse complaint trends to identify areas for improvement
Required Qualifications:
Proven experience in a complaints resolution or customer service management role
Strong analytical and problem-solving skills
Excellent communication and interpersonal abilities
Ability to remain calm and professional in high-pressure situations
Dealing with escolated complaints is a must
Experience:
Minimum of 5 years in a customer service or complaints resolution role
Knowledge and Skills:
Understanding of customer service principles and practises
Knowledge of complaints handling procedures and best practises
Proficiency in Microsoft Office suite
Strong organisational and time management skills
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