Customer Experience and Complaints Manager

<p class="text-muted mb-3">Your new company</p>

<p class="text-muted mb-3">A well-established and customer-focused organisation is seeking a Customer Experience & Complaints Manager to join its customer service function. Operating within a fast-paced environment, the business prides itself on delivering high levels of service and continually improving the customer journey.</p>

<p class="text-muted mb-3">This is an opportunity to play a key role in ensuring customer concerns are handled professionally, thoroughly and fairly, while driving improvements that enhance the overall customer experience.</p>

<p class="text-muted mb-3">Your new role</p>

<p class="text-muted mb-3">You will take ownership of the complaints and escalation process from investigation through to resolution. While this is not a people management role, you will act as a deputy for the Customer Service Manager when required and provide support across the wider function.</p>

<p class="text-muted mb-3">Managing complex customer complaints and escalations in line with agreed service levels</p>

<p class="text-muted mb-3">Leading detailed investigations, gathering evidence and establishing clear timelines of events</p>

<p class="text-muted mb-3">Liaising with multiple departments, including Legal, Finance and Customer Service teams, to obtain information and support investigations</p>

<p class="text-muted mb-3">Producing clear, accurate and professional written responses to customers</p>

<p class="text-muted mb-3">Taking ownership of the complaints process and identifying opportunities for continuous improvement</p>

<p class="text-muted mb-3">Supporting the Customer Service Manager during periods of absence</p>

<p class="text-muted mb-3">Managing and reporting on Net Promoter Score (NPS) feedback and customer satisfaction data</p>

<p class="text-muted mb-3">Creating presentations and reporting packs for monthly leadership and director meetings</p>

<p class="text-muted mb-3">Ensuring all complaints are handled fairly, consistently and within regulatory or internal guidelines</p>

<p class="text-muted mb-3">Building positive relationships with customers while managing sensitive conversations professionallyWhat you'll need to succeed</p>

<p class="text-muted mb-3">You'll have previous experience in a customer service, complaints, customer experience or service management environment.</p>

<p class="text-muted mb-3">You will be confident handling complex situations, investigating issues thoroughly and communicating effectively with stakeholders at all levels.</p>

<p class="text-muted mb-3">You'll also have:</p>

<p class="text-muted mb-3">Experience dealing with escalated customer complaints and resolutions</p>

<p class="text-muted mb-3">Strong analytical and problem-solving skills, with the ability to investigate complex issues and identify root causes</p>

<p class="text-muted mb-3">Confidence engaging with senior stakeholders and cross-functional teams</p>

<p class="text-muted mb-3">The ability to gather, assess and present information clearly and accurately</p>

<p class="text-muted mb-3">Experience creating reports, presentations and customer insight data</p>

<p class="text-muted mb-3">A proactive approach with a desire to improve processes and drive positive change</p>

<p class="text-muted mb-3">Excellent organisational skills and attention to detail</p>

<p class="text-muted mb-3">Strong written and verbal communication skills</p>

<p class="text-muted mb-3">The credibility and confidence to deputise for a manager when required</p>

<p class="text-muted mb-3">A customer-centric approach with the ability to balance empathy and commercial awarenessWhat you'll get in return</p>

<p class="text-muted mb-3">Competitive salary of £33,500 and benefits package</p>

<p class="text-muted mb-3">Opportunity to take ownership of an important business process</p>

<p class="text-muted mb-3">Exposure to senior stakeholders and leadership teams</p>

<p class="text-muted mb-3">A varied role combining customer service, investigation, reporting and process improvement</p>

<p class="text-muted mb-3">Supportive and collaborative working environment</p>

<p class="text-muted mb-3">Career development opportunities within a growing organisation</p>

<p class="text-muted mb-3">The chance to make a tangible impact on customer experience and service delivery</p>

<p class="text-muted mb-3">This role would suit an intelligent, confident and commercially minded customer service professional who enjoys solving problems, managing complex investigations and driving continuous improvement while delivering an excellent customer experience.What you need to do now</p>

<p class="text-muted mb-3">If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.</p>

<p class="text-muted mb-3">If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion</p>

<h5 class="fw-bold text-success mt-4 mb-3">about your career.</h5>

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