We are seeking a highly experienced Contact Centre Complaints Manager who possess a strong background in high level complaints management to work with our clients large, growing and rapidly changing business. The successful individual must possess a contact centre complaints background.
You will be strongly performance orientated with a project management background, You will make constant reference to performance targets and be able to notice and remove obstacles quickly and efficiently. You will ensure an efficient use of time as a resource and be highly effective in people management and motivation - Stakeholder management skills are of the utmost importance within a post of this nature.
Review and recommend improvements in complaints procedures
Management of the complaints Team and their targets and KPI’s.
Deliver complaints resolution service in accordance with appropriate regulatory compliance and legal guidelines
Lead and embed a culture of Continuous improvement to deliver productivity targets
Maintain and develop operational internal and external relationships with key management and stakeholders of business partners to continuously improve customer experience, productivity and service performance.
Identify potential threats by pro-actively monitoring recurring complaints traits and recommending appropriate actions.
Contact Centre complaints management ESSENTIAL
Project management experience ESSENTIAL
Team Management experience
Process redesign would be advantageous/ not essential.
Good people management skills
This is a highly rewarding and exciting post for an individual to join an organisation in the midst of rapid change and development.
We endeavor to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.
Cactus Search is a niche UK specialist Call and Contact Centre recruitment business covering all Management disciplines including Sales, Telesales, Collections, Customer Service, Forecasting and Planning, Workforce Management, Process Improvement, Contact Centre Change, Project Management and Business Development. If you are seeking a career move and would like confidential discussions around industry opportunities do get in touch with one of our specialist team.