Customer Complaints Manager
Location: Leatherhead
Job type: Full time (Office based)
Salary: up to £33000 pa+ great
Great benefits including 26 days holiday + bank holidays, modern offices, free onsite parking, pension, regular pay reviews and annual company performance bonus.
Office Hours: Monday - Friday (9-5)
Job overview
Working as part of the Customer Operations Team, you will be responsible for ensuring all customers and consumers are offered the best possible service and implement complaint resolution strategies across the company. You will coach the wider Operations Teams on how to deal with complaints effectively, embedding empathy whilst dealing with the matter in a timely and professional manner.
Key Responsibilities
* Investigating complaints appropriately, to deliver the right outcome
* Providing the best customer experience when handling customer and consumer complaints in writing, over the phone and on social media
* Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems
* Coaching & developing the wider team on effective complaint handling
* Understanding of external regulations for company services and how these affect how complaints are handled
* Pro-actively managing complaints received via social media platforms
* Creating effective Complaints Reporting (volumes, classifications, resolution times, linked co...