Complaints Manager

  • Location
    Watford, Hertfordshire
  • Category
    Customer Service - Customer Services Manager
  • Contract Type
    Permanent
  • Salary
    Β£50,000.00/Year
  • OrganizationType
    Home/Office

🌟 Complaints Manager 🌟


Location: Watford


Contract Details: Permanent - Monday - Friday 8.30am - 5pm


Salary: Β£50,000 per year πŸ’°


About Our Client:


Our client is committed to putting their customers first and creating a collaborative atmosphere where innovation is rewarded. With a focus on diversity and inclusion, they value the uniqueness of each team member and encourage everyone to be themselves. Join their team today and be a part of their success story! 🌟


Benefits & Perks:



  • Hybrid working model 🏒🏑

  • Wellbeing support 🌈

  • Private medical and dental coverage πŸ’Š

  • Pension and income protection πŸ’°

  • Employee assistance programme 🀝

  • Breakfast, fruit, and snacks πŸ³πŸπŸ‡

  • Electric vehicle scheme βš‘οΈπŸš—

  • Perkbox membership 🎁

  • 25 days of annual leave 🌴


Responsibilities:



  • Develop, evaluate, and monitor effective procedures and systems for handling and recording customer complaints within service levels πŸ“‹

  • Create long-term plans and objectives for the complaints team, in coordination with internal and external stakeholders πŸ“ˆ

  • Plan and monitor the team's resources and capabilities to ensure high levels of effectiveness βœ…

  • Promote a risk-aware culture and ensure compliance with regulatory requirements in regards to complaints πŸ›‘

  • Measure, monitor, and improve the overall performance of the complaints team through data-driven analysis and feedback πŸ“Š

  • Lead and manage relationships with external referral channels and regulatory bodies 🀝

  • Design and deliver a comprehensive complaints strategy aligned with customer service management πŸ“£

  • Ensure timely and effective resolution of complaints from media, CEO, and executive stakeholders πŸ’¬

  • Report compliance metrics through regular attendance to risk committees and PRMs πŸ“Š

  • Collaborate with relevant departments to uncover trends and themes through root cause analysis and generate improvement plans πŸ“ˆ


Essential (Knowledge, skills, qualifications, experience):



  • Passion for delivering excellent customer experience and promoting a right-first-time resolution culture 🌟

  • Experience in complaint handling and escalation management, with a focus on transforming negative experiences into positive outcomes πŸ™Œ

  • Strong ability to translate strategic vision into actionable goals using data-driven insights to drive decision making πŸ“ˆ

  • Track record in managing relationships with external referral channels and regulatory bodies πŸ‘₯

  • Demonstrated experience in leading and developing high-performing teams πŸ’ͺ

  • Exceptional communication skills, both written and verbal, and the ability to collaborate with senior stakeholders, clients, and employees effectively πŸ“βœ¨


Desirable (Knowledge, skills, qualifications, experience):



  • Background in dispute resolution within a regulated industry 🀝

  • Experience in managing complaints across multiple departments within an organisation πŸ’Ό


How to apply:


If you are passionate about enhancing customer experiences and driving complaint resolution, then this is the role for you! Please apply now or give Fiona a call on 01923 255626 for further information. We look forward to hearing from you! πŸ“§πŸ’Ό


Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

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 Fiona Yule