Complaints Manager
- Salary: £45,600 per annum (pro rata)
- Location: Liverpool City Centre
- Job Type: Fixed Term Contract, Full-time
- Start Date: ASAP
We are seeking an experienced Complaints Manager to lead and develop a team of five, ensuring all complaints are managed and resolved in accordance with our policies. This role is central to maintaining our commitment to excellent customer service and requires immediate start.
Day to Day of the Role:
- Manage and resolve complaints in line with the company's code and policy.
- Handle escalated complaints promptly, conducting thorough investigations as necessary.
- Provide the team with the necessary support and tools to handle and resolve complaints effectively.
- Maintain high standards of tracking and administration to ensure successful audits.
- Address training needs and identify any development issues within the team.
- Escalate matters to senior leadership when necessary.
- Produce reports, attend department meetings, and present findings to senior leadership as required.
- Perform all other essential duties as needed.
Required Skills & Qualifications:
- Proven experience in a complaints management role within a regulatory environment.
- Strong leadership skills with experience managing teams and implementing change/improvements.
- Familiarity with managing a high volume of cases.
- Proficiency in MS Office, with excellent written and verbal communication skills.
- Experience in improvement management.
- Background in housing is highly advantageous but not essential.
Benefits:
- Competitive salary of £45,600 per annum (pro rata).
- Monday to Friday, 9am-5pm working hours.
- City centre location.
- Hybrid office and WFH days
To apply for this Complaints Manager position, please submit your CV and cover letter detailing your relevant experience to .