�? Complaints Manager �?
Location: Watford
Contract Details: Permanent - Monday - Friday 8.30am - 5pm
Salary: £50,000 per year ??
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 ??
- Pension and income protection ??
- Employee assistance programme ??
- Breakfast, fruit, and snacks �?�?�?
- Electric vehicle scheme ????
- 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 ??
- Create long-term plans and objectives for the complaints team, in coordination with internal and external stakeholders ??
- Plan and monitor the team's resources and capabilities to ensure high levels of effectiveness ?
- Promote a risk-aware culture and ensure compliance with regulatory requirements in regards to complaints ??
- Measure, monitor, and improve the overall performance of the complaints team through data-driven analysis and feedback ??
- Lead and manage relationships with external referral channels and regulatory bodies ??
- Design and deliver a comprehensive complaints strategy aligned with customer service management ??
- Ensure timely and effective resolution of complaints from media, CEO, and executive stakeholders ??
- Report compliance metrics through regular attendance to risk committees and PRMs ??
- Collaborate with relevant departments to uncover trends and themes through root cause analysis and generate improvement plans ??
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 ??
- Strong ability to translate strategic vision into actionable goals using data-driven insights to drive decision making ??
- Track record in managing relationships with external referral channels and regulatory bodies ??
- Demonstrated experience in leading and developing high-performing teams ??
- Exceptional communication skills, both written and verbal, and the ability to collaborate with senior stakeholders, clients, and employees effectively ???
Desirable (Knowledge, skills, qualifications, experience):
- Background in dispute resolution within a regulated industry ??
- Experience in managing complaints across multiple departments within an organisation ??
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 for further information. We look forward to hearing from you! ????
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.
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