Customer Complaints Manager
Job Ref: DJSB1131
Job Title: Customer Complaints Manager
Salary: To 30K + bonus / bens
Reporting to the Head of Customer Service, this role carries responsibility for the management and motivation of a complaints handling team tasked with delivering an outstanding level of service and effective complaints resolution across multiple channels within a regulated industry environment.
Some of the responsibilities will include:
Management of a high performance Complaints handling team, setting and managing targets / KPI’s in accordance with departmental objectives
To deliver an effective complaints resolution service in accordance with appropriate regulatory compliance and legal guidelines
To actively contribute to the development of ‘complaints management strategy’ in conjunction with the senior leadership team
To instil and maintain a customer-centric approach, ensuring a positive customer journey across both B2C and B2B operations
To provide a supportive training regime, delivering coaching / mentoring as required and act as an escalation point for complaint handlers
To work collaboratively with the wider management team, in pursuit of corporate objectives and delivering of an outstanding customer experience across all interactions
The ideal candidate will be able to evidence the successful leadership and on-going development of a high performance complaints resolution team within a contact centre / call centre operation. Individuals with a proven track record within the financial services sector (FCA / CCA regulated), with first-rate communication skills may have an advantage.
To apply for this position please forward a copy of your CV to: firstname.lastname@example.org or visit us at: http://www.douglas-jackson.com . We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.
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Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or Customer Contact.
Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.
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