Complaints Manager - Excellent Benefits - Up to 50K

  • Location
    Crawley, West Sussex
  • Category
    Admin. Secretarial and PA - Administrator
  • Contract Type
  • Salary
    £ 40000 - £ 50000 / Year
  • OrganizationType

JOB TITLE: Complaints Manager

LOCATION: Crawley, West Sussex

HOURS: Monday - Friday, 9.00am - 5.00pm with flexibility on hybrid working

SALARY: £40,000 - £50,000 p/a (dependant on experience)

BENEFITS: Health care cover, award winning pension plan, onsite gym, subsidised staff restaurant and much more!

CULTURE: Award winning company, with friendly, supportive, flexible company culture. Excellent training and career development opportunities

Office Angels are working together with the Hiring Manager on an exciting opportunity to join their company as a Complaints Manager. This role will be to oversee team members delivering excellent customer service handling complaints, financial queries and supporting the business with technical training.

About the role:

  • Monitoring the team's performance and ensure the service is up to the agreed service levels.

  • Be responsible for recruiting new team members and taking part in the interview process.

  • Manage staff, including training and development, one to one's, performance appraisals and disciplinary & grievance issues.

  • Use management information to measure workflow and staff performance.

  • Highlight any training needs and provide coaching and technical support to team members and Customer Service teams alongside the Team Leaders.

  • Manage the complaints handling function including creation of process, knowledge and use of systems.

  • Analyse and present data in relation to complaints handling and prepare Management Information and quarterly complaints meetings information.

  • Provide feedback and manage complaint referrals and escalations.

  • Adhere to Management policy and procedures, including reporting of incidents or any breaches.

About you:

  • Financial Administration (CF1), Financial Administration (FA2), Regulated Complaints Handling (CeRCH) qualifications obtained.

  • Previous Customer Service Experience, ideally in a financial enviroment but not essential

  • Experience in Complaint Handling

  • IT Skills; all Microsoft Packages including Word, Excel and Outlook

  • Excellent communication skills, interpersonal skills and presentation skills

  • Great with people and good at relationship building with Customers

  • Ability to work to tight deadlines

Office Angels are an equal opportunity employer and are acting as a recruitment agency for this vacancy.

Please be aware we receive a lot of applicants for our roles if you have not been contacted within the next 5 days of applying for this role on this occasion you have not been successful but please go to our website for more vacancies -

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Alice Holden