Customer Care / Complaints Manager

Role: Customer Care / Complaints Manager

Start ASAP

Hourly rate: Competitive

Duration: 6 Months

Overview:

The key purpose of this role is to investigate, manage and resolve escalated and complex complaints, provide a customer-centric approach to handling dissatisfaction and deliver an outstanding customer experience.
Responsibilities:

• Apply confidence and creativity as a communicator to calls and correspondence with customers.
• Demonstrate empathy with customers on the telephone and in writing, produce high-quality written correspondence, using correct grammar, spelling, language and tone of voice. Manage and resolve escalated and complex customer complaints, including those of a technical nature, product liability, legal cases and high-profile customers.
• Treat all cases fairly and on an individual basis.
• Use initiative and decision-making skills to identify the issue and drive through a swift and effective resolution
• Accurately record all complaints, actions, findings and corrective activity.
• Proactively identify trends and lessons learned, and use feedback to improve and promote best practice.
• Provide feedback on this information to relevant areas of the business with recommendations to address areas of shortfall.

What You'll Need to Succeed: The ideal candidate for the role will have the following attributes:

• Proven Experience in a Customer Care manager / Supervisor role
• Flexible approach to working hours to provide cover, on a rota basis
• Organised and self-motivated with excellent attention to detail
• Absolute sense of ownership, expediency, tenacity and resilience
• Ability to prioritise, work at a pace when required and under pressure
• Tenacity and initiative to gather information and investigate cases on a wide range of issues
• Work proactively and flexibly to manage workload, so cases are dealt with within regulatory and legal timescales, responding to urgent requests for assistance when handling customer issues.
• Good commercial understanding and decision-making skills to make the best use of budget and other resources in line with customer needs
• Establish the cause of the customer complaint and bring it to a resolution whilst effectively managing customer expectations
• Ability to build strong relationships with stakeholders throughout the business, influencing where necessary to get the best outcome for the customer
• In-depth cross-functional knowledge of the company's products, processes and procedures
• Knowledge and understanding of company systems
• Ability to identify complaint trends and recommend best practice or different ways of doing things

What You'll Receive in Return:Modern Facilities: The recently refurbished headquarters in Milton Keynes offers amenities such as an onsite café, hot desks, and free parking.Technology: Contingent workers receive their own laptop.
Working hours: 35 hours per week on a rota between 08:00 - 18:00 with a 1-hour break. Shifts are 08:00 - 16:00, 09:00 - 17:00 or 10:00 - 18:00. Once every two weeks, you are required to work 10:00 - 18:00.Location: 3 days in the office, 2 days WFH. For the first 2 - 4 weeks you will need to be office-based for training purposes.

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