What's involved with this role:
Temporary Senior Complaints Manager
Greenwich RQ1496536
Key Requirements:
Proven experience in complaints management, preferably within customer service or a related field.
Strong leadership and team management experience, with the ability to inspire and guide others.
Excellent problem-solving skills, with a customer-first mindset.
Strong written and verbal communication skills, with the ability to communicate effectively at all levels.
Experience with CRM systems and complaint management software.
Strong IT skills.
The Senior Complaints Manager will be responsible for leading the complaints team and overseeing the handling of complex and escalated customer complaints. They will ensure complaints are resolved in a timely, professional, and efficient manner, ensuring customer satisfaction while also identifying opportunities for process improvement.
Key Responsibilities:
Ensure that Complaints are responded to across all the Repairs and Investment Services in accordance with the corporate policy and targets.
Provide advice, guidance to staff, supervisors and senior management in R&I to ensure appropriate resolution and remedy of complaints and Members Enquiries, FOIs and other correspondence.
Support the preparation of complaints, review service responses and where necessary, support in the investigation of complex complaints, critically analysing evidence, including legislation, government guidance, departmental policies/procedures in order that appropriate resolution and remedy is achieved.
Work with the Customer Experience Manger to review complaints and details of individual investigation outcomes are sensitively and appropriately communicated to complainants and/or their representatives.
Supervise (in the absence of the Customer Experience Manager) the day-to-day management of the Complaints Team in providing a quality and efficient complaint service
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV.
Due to the number of CVs being sent to us unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion.
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Job Ref: Greenwich RQ1496536
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.