Job Title: Complaints Manager
Location: Reigate
Salary: £28,000 - 30,000 per annum
Reporting to: Internal Operations Manager
The key element to the role of Complaints Manager is to support the Internal Operations Manager by managing the day-to-day complaints/customer service function, including managing incoming 'expressions of dissatisfaction' and written complaints. The existing complaints team consists of two Complaint Administrators, who the new Complaints Manager will directly be responsible for on day-to-day activities. A key goal is to turn the Customer Services function into a proactive one - identifying key trends and gaps in our offering that, when resolved, will improve the world-class service delivered.
Key Responsibilities
1. Lead a team of 2 Complaints Administrators - their abilities, productivity, and career progression.
2. Be responsible for complaints raised and customer 'expressions of dissatisfaction', in accordance with the rules set by the FCA, our Franchisor, and Clients. Manage these from when they come into the business to closure.
3. Seek to improve our service delivery by identifying weak areas in our business and assisting in their improvement.
4. Use management and performance information effectively to identify emerging issues, trends, and areas for service improvement across the organisation.
5. Keep a log of lessons learnt and follow-up actions.
6. Address non-compliance issues and work with departments to take remedial actions.
7. Carry out site visits for Operational or Customer Service needs.
8. Stay informed of changes in legislation, regulation, and policies.
9. Ensure all work is compliant with Data Protection rules and regulations.
10. Maintain continual communication via telephone, interactions & emails to keep customers and colleagues informed.
11. Capture all information required to compile information spreadsheets and data reports.
12. Complete projects as set out by the Director(s), which may involve any aspect of the business.
13. Carry out any duties reasonably expected within your role and skill set.
Key Skills for the Role
1. Operate as an effective member of the team and lead from the front.
2. Strong communication skills including in person, on the phone, and via email.
3. Experience in complaints handling and customer service improvement is a must.
4. Experience of FCA regulations.
5. Be flexible in your approach to all aspects of work.
6. Strong IT skills with key systems used in the business being Microsoft Office and Microsoft 365.
7. Experience of managing within a fast-moving organisation would be advantageous - preferably in a trade or home visit-based organisation.
What we Offer our Team
1. Basic Salary
2. Pension
3. 20 days holiday plus bank holidays
4. Group Life Assurance (post 6 month qualifying period)
5. Group Medical Cash Plan (post 6 month qualifying period)
6. Access to certain benefits and discounts
7. Annual discretionary bonus scheme
8. Overtime options available
For further information please call the London Utilities Team on (phone number removed).
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