Customer Service and Complaints Manager

The Customer Service and Complaints Manager will oversee day-to-day operations within the customer service department, ensuring the delivery of exceptional service and leading a team of 15. This role requires strong leadership skills to optimise team performance and maintain operational efficiency, based in Watford.

Client Details

The company is a rapidly growing organisation with a commitment to providing outstanding customer experiences. They are known for their innovative services and focus on quality in their operations. They are currently recruiting for a Customer Service and Complaints Manager to join their successful customer service department based in Watford. Candidates will need to have experience leading teams of 10+, as well as a background in a highly regulated environment. Experience leading a customer service team who work with vulnerable customers is highly advantageous.

Description

• Manage the contact centre team to deliver excellent customer service.
• Develop and implement strategies to improve operational efficiency.
• Monitor customer interactions to ensure quality and compliance with standards.
• Analyse performance metrics and prepare detailed reports for senior management.
• Handle escalated customer issues and provide effective resolutions.
• Collaborate with other departments to enhance customer service processes.
• Oversee training and development programmes for contact centre staff.

Profile

A successful Customer Service and Complaints Manager should have:

• Previous experience in a contact centre or customer service management role, leading teams of 10+ within a highly regulated industry.
• Strong leadership and team management skills.
• Proficiency in analysing data and using CRM systems.
• Excellent communication and problem-solving abilities.
• A proactive approach to improving processes and customer satisfaction.

Job Offer

• Competitive salary negotiable depending on experience
• 26 days annual leave plus bank holidays
• Up to 10% bonus
• A permanent position within a reputable organisation.
• Opportunities to shape the customer service strategy and drive improvements.
• Supportive and professional work environment.