We are looking for a dedicated and experienced Complaints Manager to join our clients team and ensure our customers concerns are addressed promptly and effectively.
The Complaints Manager will be responsible for managing and resolving complaints from business customers. This role requires a proactive and strategic approach to handling disputes, a keen eye for detail, and exceptional communication skills. The successful candidate will work closely with various departments to ensure that all issues are resolved to the satisfaction of customers and in line with our clients standards and policies.
This role will be working onsite Monday - Friday during normal business working hours
Salary is between £45,000 - £50,000 depending on experience
Duties:
- Act as the primary point of contact for all B2B client complaints.
- Investigate and resolve complaints in a timely and efficient manner.
- Develop and implement effective complaint management processes and procedures.
- Collaborate with internal teams to identify the root cause of complaints and develop solutions to prevent future occurrences.
- Maintain accurate records of all complaints and resolutions.
- Provide regular reports on complaint trends and insights to senior management.
- Ensure compliance with industry regulations and company policies.
- Enhance client satisfaction and maintain positive business relationships.
Experience:
- Minimum of 3 years of experience in a complaints management, preferably in a B2B or Utilities environment.
- Excellent communication and interpersonal skills.
- Experienced in leading a team
- Strong problem-solving abilities and attention to detail.
- Ability to work under pressure and manage multiple priorities.
- Proficiency in CRM software and Microsoft Office Suite.
- A customer-focused & commercial mindset with a commitment to providing exceptional service.