Complaints Manager
- Posted 01 February 2023
- Salary £43,207
- LocationSunderland
- Job type Permanent
- Discipline Contact Centre
- Contact NameStephanie Foley
Job description
We have a rare opportunity for an enthusiastic and customer-focused Complaints Manager to join a large provider of social housing as they look to appoint an experienced leader into their complaints department.
As Complaints Manager, you will lead a high-performing team to ensure they are delivering the right outcomes for customers whilst controlling processes to meet regulatory standards. You will continue to develop a culture of continuous improvement, using feedback to make improvements to processes to reduce complaints.
Part of your role is to drive customer engagement by working closely with your Team Leaders and their teams to identify new ways of working and opportunities.
In addition to a basic salary of £43,207, you will benefit from flexible working, 29 days annual leave + BH, and an excellent benefits package. You will work 36 hours per week over 4.5 days between the hours of 08.30 am - 17.00pm Monday to Thursday, and 08.30am – 12.30pm Friday.
Responsibilities:
Lead a team in a complex and regulated environment
Develop your team’s performance through monthly 121s and ongoing training and coaching
Empower, motivate, and lead your team
Produce and assess data to identify areas of improvements
Root cause and trend analysis working to reduce complaints and enhance customer journeys
About you:
Previous experience leading teams in a regulated complaints function
Experience working in a fast-paced environment
Ability to work under pressure, manage your time effectively, and work on your own initiative
Ability to influence and engage both internal and external stakeholders
Excellent analytical, decision making and problem-solving skills
Excellent communication skills at all levels
If this sounds like the next challenge you’re looking for in your career ‘apply now’ and a member of our team will be in touch.
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