Complaints Manager

Join Our Team as a Complaints Manager – Make a Difference in Customer Experience

Are you an experienced Complaints Manager with a passion for delivering fair and empathetic customer service? We are seeking a dedicated Complaints Manager to lead our Customer Experience & Engagement Complaints Team in Redhill. This is a permanent, full-time position offering a competitive salary of £43,750 per annum, working on a hybrid basis with three days in the office each week.

Responsibilities of the Complaints Manager

• Leading the timely and fair resolution of formal complaints, ensuring compliance with statutory and regulatory timescales.
• Utilizing complaint data, trends, and customer feedback to identify opportunities for service improvement and reducing avoidable issues.
• Conducting regular case reviews to promote consistency, share best practices, and foster a culture of continuous improvement.
• Analyzing patterns behind recurrent complaints and escalations to the Ombudsman, enabling proactive root cause analysis.
• Supporting decisions regarding compensation and resources, ensuring appropriate outcomes are achieved.
• Collaborating with colleagues across the organization to gather evidence, resolve complex cases, and embed learnings.
• Coaching team members to improve investigation quality, customer communication, and overall complaint handling outcomes.
• Monitoring complaint performance, quality, and risk using CRM and case management systems, providing accurate management information.

Candidate Profile for the Complaints Manager

• Expertise in complaint remedies, maladministration learning, and regulatory expectations.
• Proficiency in using CRM and case management systems to monitor cases and performance.
• Ability to influence and engage stakeholders across various teams.
• Experience analyzing customer feedback, complaint themes, and Ombudsman insights to drive service improvements.
• Excellent coaching, communication, and analytical skills with a detail-oriented approach.
• Customer-focused, balancing empathy and fairness with strong decision-making abilities.
• DBS clearance will be required for this role.

Benefits of Working as a Complaints Manager

• £250 Training Allowance
• Dedicated Specialist Consultant
• We work with thousands of clients nationwide
• Daily Payroll Runs
• Free Candidate Registrations
• Referral and Loyalty Bonus Schemes
• Sign-Up Bonus
• Free Compliance Checks
• Flexible working and generous leave entitlement
• Extensive learning and development opportunities
• Funded health cash plan and wellbeing support
• Retail discounts and recognition schemes

This Complaints Manager role is an excellent opportunity to lead positive change within a supportive environment.

#J-18808-Ljbffr…