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Role: Complaints Manager

Location: Watford - hybrid working (3 days office 2 days at home)

Salary: Up to £50,000 DOE + benefits

Term: Permanent

Hours: 37 hours per week

CCA Recruitment are delighted to be partnering with a client to deliver recruitment for a Complaints Manager their customer contact centre. Leading a team handling complaints for their customers to make decisions, to enhance customer service. Experience of working as a Complaints Manager in a fast-paced customer contact centre environment is essential for this role.

Do you have complaints resolutions experience within a customer focused environment?

Have you previously led a Complaints team?

Previous experience of working within complaints resolution is essential for this Complaints Manager role. As a Complaints Manager working for the operation division you are responsible for ensuring that customers receive a timely and positive response to their complaints, achieving high rates of satisfaction. On occasion customers may be vulnerable or stressed and your goal must be to do everything possible to ensure a positive customer experience through resolving their complaint.

The Complaints Manager role will be on a permanent basis.

Duties of the Complaints Manager will include:

Manages/supervises the daily management & acts as an expert in a customer contact related discipline.
Has strong knowledge of company products with a view of being a subject matter expert to agents & colleagues.
Solves complex problems when they arise whilst being innovative in their approach.
Understands customers needs & is able to manage/diffuse tense or difficult customer situations.
The ability to make decisions guided by functional support.
To demonstrate success in managing & improving absence within a contact centre
Review & improve AHT (Average Handling Time) within your team.
Shows accountability in managing & closing complaints within Internal timeframes.

Skills and experience of the Complaints Manager:

Proven People Management experience within complaints handling
Experience of leading a team within a customer service environment
Ability to use Microsoft Office Applications · Knowledge of CRM solutions e.g. SAP/Gem Suite
Experience in analysing & using data to support development & performance of Contact Centre Agents
Experience of working as a Complaints Manager in a fast-paced customer service centre environment is essential for this role. Please follow the link to apply.

Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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