Complaints Manager (Contact Centre)

West Sussex
£38k - £42k + Benefits
Sorry, this advert is now closed. Click here to view our live vacancies.

Are you a skilled leader with a passion for delivering exceptional customer service? Do you have experience in managing and mentoring teams? If so, we have an exciting opportunity for you!

If the above sounds like you read on! If you are not, then check out our other jobs – we are also looking for people in other Customer Contact positions!


Job Summary

As a Complaints Manager, you will be responsible for overseeing the day-to-day operations of a dynamic team. Leading and managing the team to deliver exceptional customer service, meeting agreed-upon objectives and key performance indicators. Directing resources effectively to maximise productivity and achieve service level agreements.


Your role

To be successful in this role you will help the customer service teams to work in collaboration with the Team Managers, promoting the development of its members and providing detailed feedback as and when needed. You will proactively work with the team to identify any areas of improvement to ensure each person is able to reach their maximum potential. You will also maintain a detailed and recorded knowledge of legislative and regulatory requirements.


About you

The ideal candidate for this role will have a strong leadership track record of building and developing teams to deliver exceptional customer service (extra points if you have a complaints experience) and all within a customer contact business - if this needs explaining this role might not be for you! 


Some bullet points about you:

  • 3 years in an operational management role

  • Proven experience in achieving targets and familiarity with contact center KPIs 

  • Deep understanding of the requirements for exceptional customer journeys

  • Excellent experience in engaging and managing stakeholders effectively 

  • Strong leadership skills with exceptional communication abilities 


How to Apply?

If all of this sounds like you then click on the apply button or if you want to learn more before that then contact