Complaints and Communications Manager

Our client, an established and fast-growing innovative green energy provider, is currently recruiting a Complaints and Communications Manager to join their Customer Experience team. The Manager will be responsible for overseeing complaint handling across the business, the focus will be on driving high-quality, compliant customer communications and resolving escalated cases.

Key Responsibilities for the Complaints and Communications Manager:

Managing escalated complaints to ensure compliance and timely resolution
Supporting customer service agents with early-stage query handling
Analysing complaint trends to identify and prevent recurring issues
Owning the company's tone of voice and customer-facing templates
Coaching internal teams on effective communication and service delivery

Skills Required for the Complaints and Communications Manager:

Proven experience in a customer service or complaints handling environment
Strong understanding of complaint processes and compliance standards
Exceptional written communication skills for drafting complex correspondence
Ability to handle difficult conversations in a calm, solutions-focused manner
Strong analytical and organisational skills to manage multiple priorities
Driving license required due to the location of the office

Please apply as directed
Only candidates based in UK and eligible to work in UK are allowed