Job Description
Are you passionate about the property industry, and a motivational leader who is inspired by developing your team to provide a first-class customer service? We may have the job for you!
A fantastic and rare opportunity has arisen for an experienced people leader, to join our established
residential lettings
team in
Annesley
, as
Customer Complaints Manager
We strive to provide a market-leading service, and despite our best efforts, occasionally things do go wrong. This is where our Customer Care team play a pivotal role in ensuring that our customer's concerns are dealt with in a professional manner.
Each Customer Care Administrator handles their own caseload of formal customer complaints, with responsibility for impartially and fairly investigating and responding to correspondence, calculating and proposing gestures of goodwill (if applicable) and providing written responses within pre-determined industry timescales.
The role of a Customer Complaints Manager will include duties such as: -
- Overseeing a multi-site team of circa 15 people, to ensure productivity, efficiency, and a fair resolution for our customers
- Creating team environments that are fun and productive and where colleagues support each other to achieve individual, team and company goals
- Leading and motivating the team to deliver excellent customer service
- Undertaking regular 1-2-1's and performance reviews, along-side overseeing training, development and coaching of your team to get great results
- Hosting productive morning meetings in person and via Teams
- Using your integral knowledge of the lettings industry, company processes and The Property Ombudsman Code of Practice, discuss cases with individuals within your team, approving goodwill gestures where required
- Via analysing data trends, identify common themes and improvement areas within the business, feeding back to senior management
- Complete month end reporting
What skills and experience are we looking for:
- Naturally resilient, driven and customer-centric with a can-do attitude
- An articulate communicator (written and verbal) with the ability to create colleague, customer and stakeholder relationships across the business
- Dynamic team player and motivational manager
- Effective in time management and managing expectations
- Ability to embrace change and grow with the business
- At least 5 years' experience within the property industry, ‘ideally' with a Level 3 qualification in Lettings and Property Management
What you get in return for a career as a Customer Complaints Manager with Countrywide:
- 23 days annual leave increasing with length of service
- Pension scheme
- Full training, strong support network and guidance
- Excellent career progression opportunities throughout the business
- Outstanding discounts across retail, entertainment, travel and health
- Wellness benefits, we are part of the wellness charity – MIND
Connells Group UK
is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
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