Complaints Manager

Overview

Manage and resolve complex customer complaints, improve processes and ensure satisfaction.

Key Responsibilities

• complaints analysis
• process management
• report production
• data documentation
• training program
• response writing

Tasks

-In consultation with relevant employees and teams, undertake a review of complaints reporting to ensure it remains relevant and useful and is in line with best practice -Ensure the complaints process runs smoothly from beginning to end, including reviewing workload on a day- to-day basis, identifying and dealing with any delays in the system and reviewing/improving any quality issues for example the quality of final responses. -Thoroughly analyse complaints to understand the root cause and ensure consistency in handling. -Review and embed the programme for complaints training, ensuring sustainability and alignment with other training across the organization. -Manage the most complex, sensitive or difficult (for whatever reason) complaints confidently and sensitively, knowing when to escalate or to seek advice from more senior staff. -Continually develop and improve the complaints process, in small ways as well as larger scale change. -Positively work to resolve any problems which arise in relation to the management of complaints, which may involve careful consideration of complex issues, or discussion with appropriate senior staff. -Accurately document all complaints and resolutions for tracking and analysis. -Production of reports. -Consider and review options and a process for providing more independent investigation of complaints where appropriate. -Write responses which are of an exceptional standard using good English, correct grammar, appropriate wording and which flow logically and smoothly.

Requirements

• microsoft office
• problem solving
• agile
• cross‑functional
• customer complaints
• private equity

What You Bring

-High level of expertise with Microsoft Office products including Word, Excel, Outlook, PowerPoint -Experience in working collaboratively cross-departmentally to achieve positive outcomes for the customer and business. -Demonstrable experience in resolving customer complaints with positive outcomes -Deal with complex and escalated complaints, requiring strong problem-solving skills. -Agile Methodologies (desirable) -Experience in working with others to improve service delivery and challenging poor performance. -Experience in a Private Equity owned business environment (desirable)

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Benefits

-Employee Assistance Program -28 days annual leave plus Bank Holidays -Wellbeing Centre -Annual leave Buy & Sell scheme -Retailer Discounts Platform -Life Assurance up to 6 X Base Salary* -Car Salary Sacrifice Scheme* -Enhanced Salary Sacrifice Pension Contributions -Reward & Recognition -Simply health Healthcare plan (Upgrades available)

About imserv europe ltd

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