Complaints Manager
Location: East Grinstead, with a hybrid working pattern
Salary: £35k - £37k
Benefits include: 35-hour week, private medical insurance, discounted gym membership, money towards training, free parking onsite, discounts across retail, travel and hospitality
Purpose of the Complaints Manager Role:
This role involves overseeing the resolution of formal complaints and supporting a small team to ensure exceptional customer service. Acting as a key escalation point, you will work closely with various teams to identify trends, improve processes, and enhance overall service quality.
Key Responsibilities of the Complaints Manager:
1. Champion customer service excellence, driving high satisfaction levels across all interactions
2. Oversee and contribute to the resolution of formal complaints, ensuring timely and professional outcomes
3. Monitor and report on complaint trends, providing actionable insights to improve processes
4. Provide support and guidance to team members, promoting best practices in handling complaints
5. Investigate and resolve escalated complaints, ensuring thorough and balanced responses
6. Collaborate with internal teams to ensure consistent and effective communication and resolution
7. Maintain and update response templates to standardise communications
8. Support...